At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Resource Planner Expert who will be responsible for workforce management delivery in terms of planning coverage.If you are a Resource Planner looking for a global career, do not miss this opportunity!As a Resource Planner, you will be accountable for forecasting, staff planning, capacity reviews and load balancing to secure the full optimization of the current and future manpower.You are also expected to:KEY RESPONSIBILITIES:Work with the program scheduler and service delivery to achieve client requirementsImprove and manage key metrics associated with workforce management goals (Aux Usage and Utilization, Service Level management, Schedule Adherence/Compliance);Ensure that site capacity plans are in aligned with the approved business growth and that the headcount is properly utilizedevaluate actual call arrival, average handle time and other actual trends to generate a staffing analysisMaintain, track, review client forecasts while creating short- and long-term staffing plans to support the projected approved requirementsParticipate in all internal call, client calls and any scheduling and forecasting reviews to represent the WFM Planning teamWork with all levels of management to assist them in gaining capacity efficiency and productivityInterpret and tabulate statistical information from the client to project staffing requirements in new and existing projectsConduct regular internal discussions concerning capacity recommendations (short- and long-term coverage) and net staffing views with Service delivery and other WFM function groups (Real-time and Scheduling)Report and escalate any business risk to the proper level using the proper channel; andParticipate in developing and implementing enhancements, new tools, and methods within the program.MINIMUM QUALIFICATIONS:Earned a bachelor’s degree in any fieldAt least 4 years of work experience in WFM and supporting roles within the same industry (with progressive supervision role, a plus)At least 2 years of work experience in NICE IEX or similar scheduling software (IEX Preferred)Working knowledge on Microsoft Office applications and in-depth knowledge of ExcelExcellent written and verbal communication skillsAbility to work with minimal guidance or supervisionAbility to multi-task various projects and reports in a proactive mannerWillingness to work on shifting schedules and holidays
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com.
2022-10-03
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