Staffing Planning Expert
5 days ago
Sutherland is committed to delivering exceptional service to our customers, and we need a talented Workforce/Resource Planner to help us achieve this goal.
About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Workforce/Resource Planner. In this role, you will be responsible for developing and implementing optimal staffing plans to meet our contractual obligations.
Key Responsibilities- Develop Staffing Strategies: Create and implement optimal staffing plans using forecasts and other staffing assumptions to achieve contractual goals.
- Publish Weekly Reports: Publish finalized staffing plans every week after discussions with stakeholders and considering business dynamics and customer requirements.
- Manage Manpower Requisitions: Manage manpower requisitions that come out of weekly staff plans and track their status to ensure timely hiring, training, and go live.
- Forecast Volumes: Forecast volumes, AHT, and Shrinkage based on historical data, taking into account seasonality and trends. Compute optimal staffing using forecasts and other staffing assumptions to support contractual goals.
- Establish KRA Targets: Establish Key Result Area targets for the team.
- Two+ years of workforce management experience in a contact center environment.
- English proficiency.
- Strong verbal and written communication skills; able to communicate clearly, constructively, and professionally.
- Ability to be customer-oriented in managing communications and issues.
- Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
- Ability to develop trust and professional rapport with employees and team members; work as a team player.
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