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 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