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.
Qualifications:
- 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
Additional Information:
All your information will be kept confidential according to EEO guidelines.
