Sutherland Global Services

Sr. Specialist - WFM

2 weeks ago
Job ID
Work Force Management


Sutherland is seeking an attentive and organized person to join us as a Sr. Specialist - WFM. We are a group of driven 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
  • Set the path to success: Oversee, manage, and track forecasting of monthly and weekly volumes for successful planning
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis and keen observations
  • Strengthen relationships: Establish and maintain communication with clients and team members; understand needs, resolve issues, and meet expectations
  • Take the lead: Develop an internal future managerial pipeline to fulfill quality and adequate talent needs; develop long and short-range call volume and staff forecasts based on client requirements and historical trends for business segments; interpret and tabulate information from client to project staffing requirements for new and existing businesses; review contract and prepare trend analysis and tracking functions


Education Requirements: Graduate - Preferably Mathematics, Statistics background or Business Courses

Experience Requirements: 4+ years of WFM experience; experience in standard WFM tools; IEX preferred


To succeed in this position, you must:


  • Have strong knowledge in MS-Excel
  • Have good knowledge in WFM concepts
  • Be able to work in a fast-paced environment
  • Have the ability to perform RCAs on performance
  • Be customer-oriented in managing communications and issues
  • Have excellent understanding of Workforce Management concepts & Techniques
  • 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


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