About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
We are seeking a highly organized and analytical Lead-Scheduling professional to join our dynamic team in Taguig, Philippines. As the Lead-Scheduling, you will play a crucial role in optimizing our workforce management processes, ensuring efficient resource allocation, and driving operational excellence.
Develop and implement effective scheduling strategies to meet service level agreements and operational goalsGenerate and analyze forecasts for transaction volumes, average handling times, and shrinkage ratesCreate optimal shift schedules and rosters to minimize understaffing and overstaffingCollaborate with service delivery teams to align scheduling with business needs and client requirementsConduct regular analysis of scheduling efficiency and identify areas for improvementCoordinate with various departments to plan team activities, meetings, and training sessionsUtilize workforce management software to streamline scheduling processes and improve accuracyEnsure compliance with labor laws and regulations related to employee schedulingPrepare and present reports on scheduling performance and key metrics to managementQualificationsProven experience in workforce scheduling, preferablyStrong proficiency in workforce management software and data analysis tools (e.g., Excel, Power BI)Excellent analytical and problem-solving skills with a keen attention to detailDemonstrated ability to generate and analyze forecasts for staffing and resource allocation, preferablyIn-depth knowledge of staffing and scheduling principlesExcellent communication and interpersonal skills to collaborate effectively with various stakeholdersProficiency in creating and presenting analytical reportsSolid understanding of contact center operations and key performance metricsKnowledge of labor laws and regulations related to employee schedulingAbility to work in a fast-paced environment and make decisive decisions under pressureAt least 1 year experience as a Real Time AnalystExperience on using Verint as WFM toolAdditional InformationAll your information will be kept confidential according to EEO guidelines.