20006300_en - wfm Account leadSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=20006300&lang=en
PH
Job Description
Sutherland is seeking an analytical and dynamic person to join us as a Workforce Management Manager. The WFM Site Lead will coordinate all aspects of workforce planning, scheduling, and real-time management for the assigned site(s). 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!
Managers in this role get to:
Impact the bottom line: Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting
Represent the Workforce Department: Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department
Support the Team: 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
Set the Path to Success: Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics
Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
Be the Expert: Act as a resource to provide best practices to assist management in scheduling and workforce planning
Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation
Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department
Qualifications
Our most successful candidates will have:
Seven or more years of process transformation experience in operations or WFM experience with WFM applications; Five or more years of program management experience
Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
Ability to work in MS Office
Ability to present in front of large groups of senior leaders in a professional and effective way
Ability to identify and address professional development needs and knowledge gaps
Sutherland

Taguig City, Metro Manila
Permanent
Full-time