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Senior Professional - WFM

Coimbatore, Tamil Nadu

Sutherland Global Services Inc

Job Description

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

Our most successful candidates will have:

4 or more years of process transformation experience in operations or WFM experience (scheduling, resource planning) 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
Shift May begin anytime between 4:30 pm to 7:30 pm (9 hours from then)

Company Description

We are a reputed $500 million US based multinational Technology-Enabled Business Process... Outsourcing (BPO) company specializing in Integrated BPO solutions across the front and back office that support the entire lifecycle of our client and customers.

With our headquarter in Rochester, New York, Sutherland now employs over 30,000 professionals offering blended services from its 33 delivery centers in Bulgaria, Canada, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.
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Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
Salary range:
₹ 5,50,000 - ₹ 6,50,000 / Yearly (Gross Pay)
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