About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
We are seeking a highly organized and analytical Lead-Scheduling professional to join our dynamic team in Taguig, Philippines. As the Lead-Scheduling, you will play a crucial role in optimizing our workforce management processes, ensuring efficient resource allocation, and driving operational excellence.
- Develop and implement effective scheduling strategies to meet service level agreements and operational goals
- Generate and analyze forecasts for transaction volumes, average handling times, and shrinkage rates
- Create optimal shift schedules and rosters to minimize understaffing and overstaffing
- Collaborate with service delivery teams to align scheduling with business needs and client requirements
- Conduct regular analysis of scheduling efficiency and identify areas for improvement
- Coordinate with various departments to plan team activities, meetings, and training sessions
- Utilize workforce management software to streamline scheduling processes and improve accuracy
- Ensure compliance with labor laws and regulations related to employee scheduling
- Prepare and present reports on scheduling performance and key metrics to management
- Proven experience in workforce scheduling, preferably
- Strong proficiency in workforce management software and data analysis tools (e.g., Excel, Power BI)
- Excellent analytical and problem-solving skills with a keen attention to detail
- Demonstrated ability to generate and analyze forecasts for staffing and resource allocation, preferably
- In-depth knowledge of staffing and scheduling principles
- Excellent communication and interpersonal skills to collaborate effectively with various stakeholders
- Proficiency in creating and presenting analytical reports
- Solid understanding of contact center operations and key performance metrics
- Knowledge of labor laws and regulations related to employee scheduling
- Ability to work in a fast-paced environment and make decisive decisions under pressure
- At least 1 year experience as a Real Time Analyst
- Experience on using Verint as WFM tool
All your information will be kept confidential according to EEO guidelines.
Top Skills
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
