Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - WFM Geo Support.
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**Associate Managers in this role get to**:The WFM Geo Support is responsible for coordinating all aspects of WFM for the assigned geo/geos with primary focus on driving efficiency improvement and labor management, working in partnership with geo BC team and geo SD leads.
**Responsibilities**:**Driving Efficiency Improvement**- Reviews, provides governance and drives efficiency metrics like shrinkage and utilization working in partnership with OE, BC and SD Leads- Where needed, takes lead in reviewing performance against efficiency metrics, manages the action register and drives completion of action items to bridge identified gaps**Labor Management**- Reviews forward-looking labor requirement for the geo- Reviews historical data on delivery and offer rates to provide recommendations for current headcount movement / labor management and fine-tuning forward-looking requirement as well **Supporting Geo Projects and Initiatives**:- Works with key stakeholders in supporting any efficiency improvement and labor management projects and initiatives- Prepares data and analysis, provides recommendations, drives governance to achieve project objectives**Proactive Reporting / Early Warning Signals**- Prepares reporting and calls out any risks identified with efficiencies, manpower utilization, or any other labor management related risks**SO Facilitation**- Reviews all class requirements for the geo: ensures that requests are in accordance to efficiency targets and labor management expectations of the geo (See A and B), considering SLA requirements and financials- Ensures that LE updates are in accordance with class requests- Coordinates with Geo TA, CLS and BC groups to ensure capability to hire and train as scheduled- Takes lead in securing Geo Leadership approvals for the requested classes- Submits the approved SO requests to the SO Creation Team- At least five - six years of WFM experience, preferably with two years of experience managing a program/client.- Strong knowledge of MS office (Excel and PowerPoint)- Good knowledge of WFM concepts- Basic knowledge on statistical concepts & techniques- Good verbal and written communication skills- Ability to communicate / present with various levels of stakeholders, including external clients- Good analytical skills- Understands financial impact of labor requirement vs. revenue opportunity- Ability to learn and understand financial models- Ability to drive initiatives with different stake holders.Education/Certifications required:- High School Diploma/GED (±11 years)