This Job Listing is about Sutherland in Kingston, Kingston, Jamaica 2022
Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate – 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! Sr.Associates 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
Our most successful candidates will have: – At least two years of work experience in a Call Center – At least one year of experience as an RTA 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)
As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.
Vacancy Type: Full Time
Job Location: Kingston, Kingston, Jamaica
Application Deadline: N/A