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.
Key Responsibilities
Forecasting & Capacity Planning
- Develop short-term and long-term volume forecasts using historical trends and business projections.
- Analyze staffing requirements and recommend hiring plans based on forecasted demand.
- Support operational planning activities and capacity management initiatives.
- Conduct trend analysis to identify risks and opportunities impacting staffing needs.
Scheduling & Workforce Optimization
- Create and maintain agent schedules that align with business requirements and service level targets.
- Manage shift bids, schedule changes, time-off requests, and workforce adjustments.
- Optimize staffing efficiency through schedule modeling and workforce planning strategies.
- Ensure adherence to labor standards and client requirements.
Real-Time Management (RTA)
- Monitor real-time performance and staffing levels against forecasted demand.
- Analyze intraday trends and make recommendations to mitigate service level risks.
- Coordinate with Operations leaders regarding staffing gaps, overtime, voluntary time off (VTO), and schedule modifications.
- Track key performance indicators including service level, occupancy, shrinkage, and productivity metrics.
Reporting & Analytics
- Generate daily, weekly, and monthly workforce management reports.
- Provide operational insights through data analysis and performance dashboards.
- Identify root causes of staffing variances and recommend corrective actions.
- Support leadership with workforce planning presentations and business reviews.
Stakeholder Management
- Collaborate with Operations, Recruitment, Training, HR, and Client partners to align workforce strategies.
- Participate in planning meetings to ensure readiness for business changes and hiring demands.
- Communicate workforce risks, recommendations, and action plans to stakeholders.
Required
- Bachelor's degree preferred or equivalent work experience.
- Minimum 2–4 years of Workforce Management experience in a BPO, contact center, or customer service environment.
- Experience in forecasting, scheduling, capacity planning, and/or real-time management.
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, reporting).
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced and dynamic environment.
- Willingness to work flexible schedules, including shifting schedules if required.
Preferred
- Experience supporting telecommunications, technology, or customer service accounts.
- Knowledge of workforce management tools such as:
- Verint
- NICE IEX
- Aspect
- eWFM
- Genesys
- Calabrio
- Familiarity with contact center metrics including:
- Service Level
- Average Handle Time (AHT)
- Occupancy
- Shrinkage
- Forecast Accuracy
- Schedule Adherence
- Attrition Analysis
Internal Qualifications:
- Must have FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
- Tenure of at least 12 months
- No Active DA
- experience in Tech Sales is an advantage
Skills Required
- 2-4 years Workforce Management experience in a BPO, contact center, or customer service environment
- Experience in forecasting, scheduling, capacity planning, and real-time management
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, reporting)
- Strong analytical, problem-solving, and data interpretation skills
- Excellent verbal and written communication skills
- Ability to work in a fast-paced and dynamic environment
- Willingness to work flexible/shifting schedules as required
- Bachelor's degree preferred or equivalent work experience
- Experience supporting telecommunications, technology, or customer service accounts
- Knowledge of workforce management tools (Verint, NICE IEX, Aspect, eWFM, Genesys, Calabrio)
- Familiarity with contact center metrics (Service Level, AHT, Occupancy, Shrinkage, Forecast Accuracy, Schedule Adherence, Attrition Analysis)
- FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
- Tenure of at least 12 months
- No Active DA
- Experience in Tech Sales
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
-
Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
-
Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
-
Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
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
