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)