21011021_en - professional - Associate manager - workforce planningSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=21011021&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - Workforce Planning. 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!
Qualifications:
Associate Manager in this role get to:
Support the Team: Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals. Assists in providing staffing requirements for all new and existing businesses. Prepares short-term and long-term staffing projections using optimal staffing plans
Uphold Performance Metrics : Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements
Take the Lead : Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live
Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals
Set the Path to Success: Setting the KRA targets for the team while delivering the client KPI metrics. Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
Our most successful candidates will have:
At least four years of work experience in a Call Center
At least two years of experience as Resource Planner. Scheduling and RTA experience is a must.
Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
Strong knowledge of MS-Excel
Good knowledge of WFM concepts
Basic knowledge on statistical concepts & techniques
Good verbal and written communication skills
Ability to communicate / present with various levels of stakeholders, including external clients
Good analytical skills
Ability to identify and understand forecast patterns due to various factors like seasonality, customer behavior, etc.
Understands financial impact of labor requirement vs. revenue opportunity
Ability to learn and understand financial models
Ability to own and manage end-to-end resource planning activities for the assigned program(s)
Sutherland

Taguig City, Metro Manila
Permanent
Full-time