Sutherland

2 weeks ago

WFM / RTA Specialist | Shaw | pooling

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own workforce management and real-time performance for a contact center environment by building short- and long-term forecasts, capacity plans, and agent schedules aligned to service levels. Monitor intraday performance vs. forecast, analyze staffing risks, and coordinate with Operations on gaps, overtime, VTO, and schedule adjustments. Produce daily/weekly/monthly WFM reporting, dashboards, and variance root-cause analyses using advanced Excel and workforce tools.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Develop short- and long-term volume forecasts using historical trends and business projections.
•Create and maintain agent schedules aligned with business requirements and service level targets, including shift bids, time-off requests, and schedule changes.
•Monitor real-time performance and staffing levels against forecasted demand, analyzing intraday trends and recommending actions to mitigate service level risks.
•Generate daily, weekly, and monthly workforce management reports and dashboards, and analyze variance root causes with corrective recommendations.
•Partner with Operations, Recruitment, Training, HR, and client stakeholders to align workforce strategies and communicate risks, recommendations, and action plans.

Key Requirements

•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 with 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 with excellent verbal and written communication.

Experience:2-4 yearsBPOContact centerCustomer service

Education:Bachelor's

Skills:Analytical skillsProblem-solvingData interpretationVerbal communicationWritten communication

Languages:English

Tech Stack:Microsoft ExcelPivot TablesVLOOKUPXLOOKUPPower QueryVerintNICE IEXAspectEWFMGenesysCalabrioService levelAHTOccupancyShrinkageForecast accuracySchedule adherenceAttrition analysisWorkforce managementReal-time management

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

2 weeks ago

WFM / RTA Specialist | Shaw | pooling

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Develop short- and long-term volume forecasts using historical trends and business projections.
•Create and maintain agent schedules aligned with business requirements and service level targets, including shift bids, time-off requests, and schedule changes.
•Monitor real-time performance and staffing levels against forecasted demand, analyzing intraday trends and recommending actions to mitigate service level risks.
•Generate daily, weekly, and monthly workforce management reports and dashboards, and analyze variance root causes with corrective recommendations.
•Partner with Operations, Recruitment, Training, HR, and client stakeholders to align workforce strategies and communicate risks, recommendations, and action plans.

Key Requirements

•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 with 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 with excellent verbal and written communication.

Experience:2-4 yearsBPOContact centerCustomer service

Education:Bachelor's

Skills:Analytical skillsProblem-solvingData interpretationVerbal communicationWritten communication

Languages:English

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor