Director Workforce Management

Sutherland is a digital transformation company dedicated to providing exceptional experiences for customers and employees. With over 30 years of experience, we prioritize earning the trust of our clients and customers daily. Our goal is to create delightful experiences that are instantaneous, relevant, predictive, and frictionless. We have continuously evolved by investing in robotic automation and acquiring key capabilities. Our design process combines human insight, design-thinking, and process engineering, brought to life through the latest robotic automation and conversational AI techniques. We collaborate with clients across various industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel, Hospitality, and Logistics. Our focus on customer experience aligns us with clients who share the same passion for exceptional service. Role & Responsibilities: - Collaborate with the customer service lead team to implement innovative labor management practices. - Conduct ongoing operational analysis and advance planning for the Call Center while identifying improvements in quality and efficiency. - Develop labor schedules to meet contact volumes and service levels. - Utilize specialized software tools to determine optimal staffing requirements, work schedules, and meet service level objectives. - Provide analytical support to the leadership team for staffing resources, service levels, and other call center goals. - Forecast call volumes, analyze historical data, and project budgetary expenses. - Analyze call center performance to optimize shrinkage, adherence, and occupancy goals. - Project staffing requirements to meet both short and long-term call volume expectations. - Identify necessary resources for project implementation and ensure deadlines are met. Preferred Candidate Profile: - 15+ years of experience as Director or Associate Director WFM in the core domain. - Knowledge of Call Center management best practices. - Strong functional analytical skills including budgeting and costing. - Proficient in forecasting, including Chat and Text. - Process analytical skills in a call center environment. - Ability to create organized, accurate, and concise documentation. - Proficient in Microsoft applications like Outlook, Excel, and Access. - Hands-on experience with workforce management tools. - Proficient in Word and PowerPoint for internal and external presentations.,