Sr.Associate Workforce Scheduling

Sr.Associate Workforce Scheduling

19 nov
|
Sutherland
|
Barranquilla

19 nov

Sutherland

Barranquilla

Job Description:Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate – Workforce Scheduling. 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! Sr.Associates in this role get to: Be the expert: Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions. Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical dataExtend support:





Plan team activities such as meetings, trainings, and coaching sessionsStrengthen relationships: Coordinate with Service delivery , Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performanceQualifications:Our most successful candidates will have: At least two years of work experience in a Call Center At least one year of experience as an RTA / Scheduler Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX Strong knowledge of MS-Excel Good verbal and written communication skills Ability to communicate / present with various levels of stakeholders Good knowledge of WFM concepts Good analytical skills Ability to identify and understand trends and patterns Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage High School Diploma/GED (±11 years)