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Director Workforce Management

Director Workforce Management

ConfidentialChennai, India
1 day ago
Job description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients & customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Not surprisingly, we work with many clients who, like us, care deeply about customer experience

Role & responsibilities

  • Identifying and partnering with the customer service lead team to implement innovative labor management practices.
  • Provide ongoing Call Center operational analysis, advance planning and scheduling while
  • identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.
  • Develop labor schedules to meet contact volumes and service levels.
  • Utilize specialized software tools to manage and determine optimal staffing requirements,
  • staffing counts, optimal work schedules and meet multi system requirements for service
  • level objectives, forecast staffing levels for multiple call center teams.
  • Work with the Here2Help Connect leadership team to provide analytical support and
  • recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, and other specified call center goals and objectives
  • Work with Director of Operations and senior management to accurately forecast call
  • volumes, analyze historical call volume; project budgetary expenses, determine future
  • costing and assist with training scheduling and new hire numbers.
  • Analyze call center performance history to determine shrinkage, adherence and occupancy
  • goals as well as optimum off production activities.
  • Project staffing requirements to meet service levels by forecasting both short and long term
  • call volume expectations and required staffing
  • Balance multiple priorities with little or no direction.
  • Identify what resources are required to implement parts of projects and effectively use
  • project plans to focus work and ensure deadlines are met

Preferred candidate profile

  • 15 plus years of core domain experience as Director or Associate Director WFM
  • Scheduling, Forecasting, RTA and WFMAAS
  • Knowledge of Call Center management best practices
  • Strong Functional analytical skills (budgeting, costing, etc.)
  • Strong Forecasting ability (including Chat and Text)
  • Process analytical skills in a call center environment
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use.
  • Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
  • Strong hands on knowledge of work force management tools and the ability to maintain
  • them
  • Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external

    • Skills Required

    Costing, RTA, Forecasting, Word, Powerpoint, Scheduling, Budgeting

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