Company Description:Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce Scheduler. 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!Job Description:The Workforce Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to serve goals and client requirements.Key Responsibility Areas:Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions.Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical dataPlan team activities such as meetings, trainings, and coaching sessionsCoordinate with Service deliveryReconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performanceDemonstrate leadership skills; be able to take the lead in making improvements and resolving issuesQualifications:Our most successful candidates will have:At least two years of experience as a SchedulerExperience with applications such as CMS Avaya Supervisor/ eWFM /IEXStrong knowledge of MS-ExcelGood verbal and written communication skillsAbility to communicate / present with various levels of stakeholdersGood knowledge of WFM conceptsGood analytical skillsKnowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantagePeople management skills and experience
