Sutherland Global Services

Lead - WFM

2 weeks ago
Job ID
Work Force Management


Sutherland is seeking an analytical and dynamic person to join us as Lead - WFM. 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!


  • Influence the lives of others: Develop, train, and manage team members
  • Take the lead: Develop an internal future managerial pipeline to fulfill quality and adequate talent needs
  • Enable sound decision-making: Develop and publish reporting solutions; provide analysis and insight; ensure accuracy
  • Set the path to success: Oversee, manage, and track forecasting of monthly and weekly volumes for successful planning
  • Keep management updated: Relay important information in the form of timely and accurate reports; educate end-users on reports and findings
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations


To succeed in this position, you must:


  • Have basic knowledge in WFM concepts
  • Have knowledge of Call Center data flow application
  • Be customer-oriented in managing communications and issues
  • Have strong knowledge in MS Office applications; MS-Excel / MS Access / MS SQL
  • Be able to identify and address professional development needs and knowledge gaps
  • Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed