job description
Join Sutherland, a global leader in digital transformation solutions, as a Workforce Scheduler in the vibrant heart of Bali. We are seeking a detail-oriented, analytical professional to optimize staffing efficiency and ensure seamless operations for our customer service teams.
In this role, you will play a pivotal part in forecasting workloads, creating schedules, and balancing business needs with employee satisfaction. Your expertise will directly impact service levels, operational costs, and team productivity. Bali’s dynamic work environment offers a unique blend of professional growth and work-life balance, making this an exceptional opportunity for career-driven individuals.
If you thrive in a fast-paced setting, enjoy problem-solving, and have a passion for data-driven decision-making, we want to hear from you. Sutherland is committed to fostering a diverse, inclusive, and innovative workplace where your contributions make a real difference.
Responsibility
- Develop and maintain accurate workforce schedules to meet service level agreements (SLAs) and operational targets.
- Analyze historical data, call volumes, and business trends to forecast staffing requirements.
- Collaborate with team leaders and managers to adjust schedules in real-time based on changing demands.
- Monitor adherence to schedules and provide insights to improve efficiency and reduce overtime.
- Utilize workforce management (WFM) software to generate reports and track key performance indicators (KPIs).
- Ensure compliance with labor laws, company policies, and union agreements (if applicable).
- Optimize shift patterns to balance employee preferences with business needs.
- Participate in cross-functional projects to enhance workforce planning and operational workflows.
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, Mathematics, or a related field.
- Minimum of 2 years of experience in workforce management, scheduling, or a similar analytical role, preferably in a call center or BPO environment.
- Proficiency in workforce management tools (e.g., Aspect, NICE, Verint, or similar).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent communication and interpersonal skills to liaise with stakeholders at all levels.
- Advanced Excel skills (pivot tables, VLOOKUP, macros) and familiarity with data visualization tools.
- Ability to work under pressure, meet tight deadlines, and adapt to shifting priorities.
- Attention to detail and a proactive approach to process improvement.