Director Workforce Management

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients & customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Not surprisingly, we work with many clients who, like us, care deeply about customer experience

Role & responsibilities

• Identifying and partnering with the customer service lead team to implement innovative labor management practices.
• Provide ongoing Call Center operational analysis, advance planning and scheduling while
• identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.
• Develop labor schedules to meet contact volumes and service levels.
• Utilize specialized software tools to manage and determine optimal staffing requirements,
• staffing counts, optimal work schedules and meet multi system requirements for service
• level objectives, forecast staffing levels for multiple call center teams.
• Work with the Here2Help Connect leadership team to provide analytical support and
• recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, and other specified call center goals and objectives
• Work with Director of Operations and senior management to accurately forecast call
• volumes, analyze historical call volume; project budgetary expenses, determine future
• costing and assist with training scheduling and new hire numbers.
• Analyze call center performance history to determine shrinkage, adherence and occupancy
• goals as well as optimum off production activities.
• Project staffing requirements to meet service levels by forecasting both short and long term
• call volume expectations and required staffing
• Balance multiple priorities with little or no direction.
• Identify what resources are required to implement parts of projects and effectively use
• project plans to focus work and ensure deadlines are met

Preferred candidate profile

• 15 plus years of core domain experience as Director or Associate Director WFM

• Scheduling, Forecasting, RTA and WFMAAS
• Knowledge of Call Center management best practices
• Strong Functional analytical skills (budgeting, costing, etc.)
• Strong Forecasting ability (including Chat and Text)
• Process analytical skills in a call center environment
• Ability to create well organized, accurate, and concise material and work documentation for organizational use.
• Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
• Strong hands on knowledge of work force management tools and the ability to maintain
• them
• Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external