Sutherland Global Services

WFM Program Lead

2 weeks ago
Job ID
Operations - WFM Scheduling
BG-Sofia Bulgaria


Coordinate all aspects of workforce planning, scheduling, and real time management for assigned site(s). Serve as a liaison between Service Delivery, Client Services, and WFM teams for all forecasting and scheduling requests to ensure client service level agreements are being met. Ensure effective utilization rate of the site(s). Partner with Service Delivery and Client Service on effective client communication related to workforce planning.


  • 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
    • Implement and maintain intra-day workforce team processes aiming at assisting service delivery to achieve desired performance metrics
    • Create and adheres to procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps
    • Help the supported teams to identify trends or factors in achieving performance measures at desired service level standards
    • Provide daily / weekly forecast deviations call outs in terms of volumes and capacity utilization to the central WFM
    • Compile and interpret statistical information to calculate and project staffing requirements of department
    • Prepare charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed
    • Manage leave requests
    • Prepare schedule proposals and assumptions input
    • Monitor timely generation of shift schedules, analytical reports and adherence analysis for the programs
    • Collect/report data to the rest of the Management Group (headcount, working hours, leaves)
    • Jointly responsible for improvement in Forecasting Accuracy (Staffing Forecast Accuracy & Scheduling Forecast Accuracy) based on forecast generated by the Functional WFM teams; by providing inputs on business intelligence from client communication and historical data
    • Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation
    • Act as a resource to provide best practices to assist management in scheduling and workforce planning
    • Analyze historical data
    • Analyze daily, weekly, monthly statistical/ adherence / forecasting / scheduling reports
    • Address, resolve and escalate problems as appropriate
    • Assess, report and, where possible, improve the effectiveness of all report templates
    • Collect/validate and update monthly billing data capture documents, as part of the invoicing process
    • Monitor, coach and train Management as required
    • Communicate to supervisors, managers, trends based on all related reports
    • Participate in weekly call capacity and seats required calls/meetings
    • Coordinate automation and operational changes that increase revenue and margin, reduce labor costs, add value for customer, and increase overall quality of service delivery
    • Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting
    • Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department
    • Participate in Operation Group meetings and WFM calls/meetings, when required
    • Manage new programs as appointed by the Senior Management
    • Contributes to other projects if requested
    • Handling everyday ad hoc tasks by Managers
    • Lead multiple teams and team members, foster their professional development and growth, and promote teamwork and cooperation
    • Participates in the recruitment of staff to the team
    • Conducts performance appraisals in accordance to company standards

Adhere to the rules and regulations of the company


  • Strong verbal and written communication skills and ability to communicate with all levels of the organization
    • Knowledge of contact center industry and best practices, plus knowledge of metrics, forecasting, staff planning, and scheduling
    • Knowledge of PC applications, including database software, spreadsheets, and workforce management software ( eWFM, IEX, Verint )
    • Ability to interact effectively with all levels of management and customers.
    • Ability to work with minimal guidance or supervision
    • Ability to be flexible and quickly adapt to changing business needs and processes
    • Ability to motivate and mentor team; presenting new opportunities and challenges for additional development
    • Ability to think analytically and logically


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