About the company
Sutherland is a global digital transformation company that provides market-leading technologies and business process excellence. We work with iconic brands, leveraging AI, automation, cloud engineering, and advanced analytics to drive innovation and scalable business transformation.
Responsibilities
- Develop short- and long-term workload forecasts and staffing requirements.
- Create and maintain capacity plans to support service level and productivity targets.
- Analyze workforce performance, staffing variances, and forecast accuracy.
- Produce workforce reports, dashboards, and actionable business insights.
- Support scheduling optimization and resource allocation activities.
- Partner with Operations, HR, and Training teams on hiring plans, ramp-ups, and workforce strategies.
- Identify workforce risks and recommend corrective actions.
- Drive continuous improvement initiatives in workforce planning, reporting, and automation.
- Support implementation and optimization of WFM tools and technologies.
Requirements
- Bachelor's Degree in Industrial Engineering, Business Administration, Statistics, Operations Management, or a related field preferred.
- 1-3 years of Workforce Management experience in a contact center, customer service, BPO, or operations environment.
- Experience in forecasting, capacity planning, scheduling, and workforce analytics.
- Experience creating reports and dashboards using workforce and business data.
- Knowledge of workforce planning methodologies and staffing models.
- Advanced Microsoft Excel skills required.
- Experience with Workforce Management platforms preferred.
- Power BI reporting and dashboard development experience preferred.
- Strong analytical and problem-solving skills.
- English & Spanish required.