Director-Workforce Management (WFM)

Sutherland; Hyderabad; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Sutherland is seeking an analytical and dynamic Director - Workforce Management to lead all aspects of workforce planning, scheduling, capacity planning, forecasting and real-time management for the assigned site(s)/accounts. The ideal candidate brings 14+ years in BPO WFM leadership and deep experience with WFM applications, coupled with strong communication and leadership skills.

You will drive data-driven improvements, partner with site leaders and clients, and shape staffing strategies to

Qualifications

• 14 years+ of BPO experience in a WFM leadership role.
• Deep experience in WFM applications.
• 5+ years of program management experience.
• Strong verbal and written communication skills.
• Strong analytical skills: interpret data, identify trends.
• Demonstrated leadership skills; able to drive improvements and resolve issues.
• Pro-active in developing trust and rapport with employees; team-player.
• Ability to efficiently manage time and multiple schedules.
• MS Office proficiency; ability to present to senior leaders.

Responsibilities

• Impact the bottom line: participate in analysis, evaluation, and implementation of scheduling and forecasting systems and tools.
• Represent the Workforce Department in client calls, reviews, and presentations.
• Support the team by defining scheduling/forecasting requirements to meet call center metrics.
• Set the path to success by maintaining intra-day workforce responsibilities for service delivery.
• Take the lead: create procedures to monitor daily operations and advise on actions.
• Be the expert: provide best practices for scheduling and workforce planning.
• Uphold performance metrics by analyzing scheduling needs weekly and aligning with WFM recommendations.
• Plan ahead: interpret statistics to project staffing requirements.

Skills

WFM Leadership

BPO Experience

Forecasting

Scheduling

Program Management

Data Analysis

Communication

Leadership

MS Office

Stakeholder Engagement

Job description

Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional customer experiences for the digital age.

Sutherland started with the objective of “Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results”. That strategic mission has remained unchanged. Today, we are a digital transformation company, and our products provide exceptional experiences. Experience to our clients, their customers, their employees and our employees. We combine the front-end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients’ & customers powered with our deep domain knowledge, design thinking, and advanced analytics driven business insights allows us to work exceptionally well with our clients through their digital transformation journey.

Sutherland is seeking an analytical and dynamic person from BPO industry background to join us as a Director - Workforce Management. The WFM Director will drive all aspects of workforce planning, scheduling, capacity planning, forecasting and real-time management for the assigned site(s)/accounts.

Qualifications

• 14 years+ of BPO experience in WFM Leadership role
• Deep experience in WFM applications
• 5 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

The Workforce Management Director will 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.