Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

The Resource Manager maintains and enhances the organization's human resources by planning, implementing, and enforcing strategic staffing policies to ensure successful programs/project using industry standard best practices, as well as, organizational best practices.

Resource Manager will be the go-to person for all resourcing requirements under the global services team. This will involve strong partnership with various roles within the organization (i.e. DSAs, PMs, TMs, Project leads) and daily involvement in the scheduling and assignment of resources to programs/projects.

Primary Duties and Responsibilities

The Resource Manager performs a wide range of duties including some or all of the following:

• Completes resource operational requirements by scheduling and assigning employees
• Maintain and keep the database updated with qualification, skillsets, and experience of all resources within their assignment ownership.
• Provide up-to-date information on all resources, particularly availability.
• Ability to forecast the workload and take pro-active steps to ensure demand is met and high utilization is maintained
• Where immediate deployment is required, ensure that any risk is mitigated.
• Understand and resolve resource requirements effectively and in a timely manner while following defined best practices to ensure consistency, effectiveness, and profitability.
• Schedule periodic meetings with Project/Program Managers, Directors, and Technical Managers to discuss future opportunities.
• Handle and resolve scheduling conflicts
• Align resources based on skill set, market and products, country, region, required shift/time zone, customer and recommended areas of development for the team
• Provide regular and ad hoc management information and reports as required.
• Maintains professional knowledge by attending educational workshops;
• Recommend process improvements for Resource Management
• Extensive collaboration expected with all interfacing parties to help remove roadblocks and bottlenecks, as well as, ensure success towards company’s goals.
• Complete all tasks in adherence to global strategy, regional requirements, and local legal obligations
• Conducting all duties with professional standards and keeping in mind a cultural awareness of different traits seen among a global team.

Qualifications

Skills

Human Resources Management, Performance Management, Communication Processes, Supports Diversity, Classifying Employees

Experience:

• Excelent English communication skills (B2+ or higher)
• Experience in BPO (Contact Center/Customer Service)
• Experience driving and being accountable for successful project delivery within a matrix organization
• Knowledge of MS Project, with emphasis on resource planning/tracking
• Good Command of Excel, PowerPoint, Visio
• Experience working in multi-cultural environments and multi-national organizations
• Understanding of an internal scheduling function is an advantage
• Good commercial sense and an understanding of the basic dynamics of sales, revenue, margins, costing.
• Self-starter, able to manage a changing workload
• Ability to work under pressure and able to calmly prioritize conflicting demands
• Professional and able to handle discussions with senior, experienced professionals
• Good communication skills, aware of the importance of updating interested parties efficiently and effectively
• Attention to details and able to manage data accurately
• Highly organized and multitasking skill is a must
• 5+ years of IT resource/project management experience within a software development\delivery environment

Additional Information

Join one of the best place to work companies and enjoy great benefits such as Premium Healtchare, ergonomy/connectivity bonus, life insurance among others. Hybrid model in Bogotá, Colombia.