Lead - Workforce Scheduling

Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - Workforce Scheduling. 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!**Leads in this role get to**:**Be the expert**: Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions. Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data**Extend support**:Plan team activities such as meetings, trainings, and coaching sessions**Strengthen relationships**:Coordinate with Service delivery, Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance**Support the Team**: Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues**Qualifications**:- At least four years of work experience in a Call Center- At least two years of experience as an RTA / Scheduler- 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