Lead-Scheduler

5 days ago

Taguig, National Capital Region, Philippines Sutherland Global Full time
Company 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 believe that the best relationships come from trust and value. We call it One Sutherland.

Job Description:

Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce Scheduler. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

The Workforce Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to service goals and client requirements.

Key Responsibility Areas:

  1. Prepares optimal shift schedules with breaks and generates rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs, and other assumptions.
  2. Generates interval level forecasts for transaction volume, AHT, and shrinkage with minimum variance with the actual values using prepared historical data.
  3. Plans team activities such as meetings, trainings, and coaching sessions.
  4. Coordinates with Service delivery.
  5. Reconciles employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance.
  6. Demonstrates leadership skills; be able to take the lead in making improvements and resolving issues.
Additional Information:

All your information will be kept confidential according to EEO guidelines.


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