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Associate Manager - Workforce Management

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

8+ years in operations or WFM experience, 5+ years of program management experience, Strong verbal and written communication skills, Proficient in MS Office.

Key responsabilities:

  • Coordinate workforce planning, scheduling, management
  • Participate in analysis, evaluation, implementation of systems
  • Consult with managers to define scheduling requirements
  • Implement intra-day responsibilities for service delivery
  • Provide best practices for scheduling and workforce planning
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Sutherland Management Consulting Large https://www.sutherlandglobal.com/
10001 Employees
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Job description

Company Description

Sutherland is seeking an analytical and dynamic person to join us as a Associate Manager Workforce Management. The WFM Leader will coordinate all aspects of workforce planning, scheduling, and real-time management for the assigned site(s). We are a group of energetic and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

The Workforce Management Leader will get to: 

Impact the bottom line: Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting
Represent the Workforce Department: Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department

Support the Team: Consult with local managers, project managers, and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives

Set the Path to Success: Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics

Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.

Be the Expert: Act as a resource to provide best practices to assist management in scheduling and workforce planning

Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation

Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department  

Qualifications
  • 8 or more years of process transformation experience in operations or WFM experience with WFM applications
  • 5 or more years of program management experience
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Ability to work in MS Office
  • Ability to present in front of large groups of senior leaders in a professional and effective way
  • Ability to identify and address professional development needs and knowledge gaps

Additional Information

All your information will be kept confidential according to EEO guidelines.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Management Consulting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Time Management
  • Microsoft Office
  • Program Management
  • Leadership
  • Analytical Skills
  • Verbal Communication Skills

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