Lead-Workforce Analytics

Company Description

Job Description

Sutherland is seeking an analytical and attentive person to join us as a Lead - workforce Analytics. 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!

Specialists in this role get to:

• Be the expert: Serve as the program’s key point-of-contact for all matters related to reporting.
• Enable sound decision-making: Collect data and ensure accuracy; provide analysis and insight.
• Keep management updated: Relay important information in the form of timely and accurate reports; educate end-users on reports and findings.
• Keep Sutherland aligned: Maintain process documents.
• Keep things running: Schedule meetings with the reporting team to stay current with real-time activities and issues.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; be the point-of-contact for matters related to reporting.
  
  

• Bachelor’s degree in a business-related field
• Two+ years of reporting, real-time analysis, and/or workforce management experience in a contact center environment is a plus.
• Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• A customer-oriented in managing communications and issues.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Creativity and resourcefulness in finding effective solutions to problems and situations.
• Persistence in working through challenges and doing whatever it takes to get the job done.
• Ability to work proficiently in MS Excel and other MS Office. Tableau and PBI