Lead - Scheduling

Job Description

Sutherland is seeking an attentive and goal-oriented person to join us as a Scheduler Lead. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Responsibilities: - Reconciliates employees listed in PeopleSoft with available employees for preparing weekly schedules - Prepares historical data by identifying and quantifying cyclic and seasonal variation components of contact volumes, AHT and shrinkage with their periodicity. (Weekly / Daily) - Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data - Generates interval level staffing plans using the forecasts, SLAs and other assumptions - Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing - Prepares reports as required -

Qualifications

Our most successful candidates will have: - At least two years of experience as a Scheduler - Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX - Strong knowledge of MS-Excel - Good verbal and written communication skills - Ability to communicate / present with various levels of stakeholders - Good knowledge of WFM concepts - Good analytical skills - Ability to identify and understand trends and patterns - Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage - High School Diploma/GED (±11 years) - People management skills and experience

Additional Information

Minimum Eligibility Requirements for Current Sutherland Employees for India Geo:

• Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst / Lead / Senior Engineer/ Software Engineer/ Analyst with minimum of 12 months of tenure in current level at the time of application can apply. 
• Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst with annual performance rating - “Exceeds Most” (Overall rating from 3.5 to 4.49) or above in the last performance cycle can apply.
• Lead/ Senior Engineer/ Software Engineer/ Analyst with annual performance rating - “Meet All” (Overall rating from 2.5 to 3.49) or above in the last performance cycle can apply.
• This position is open to employees across any process/function.
• Selected employee needs to be released within 30 days from the date of announcement or agreed date as confirmed by the hiring program, whichever falls later.