WFM / RTA Specialist | Shaw | pooling

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Key Responsibilities

Forecasting & Capacity Planning

• Develop short-term and long-term volume forecasts using historical trends and business projections.
• Analyze staffing requirements and recommend hiring plans based on forecasted demand.
• Support operational planning activities and capacity management initiatives.
• Conduct trend analysis to identify risks and opportunities impacting staffing needs.

Scheduling & Workforce Optimization

• Create and maintain agent schedules that align with business requirements and service level targets.
• Manage shift bids, schedule changes, time-off requests, and workforce adjustments.
• Optimize staffing efficiency through schedule modeling and workforce planning strategies.
• Ensure adherence to labor standards and client requirements.

Real-Time Management (RTA)

• Monitor real-time performance and staffing levels against forecasted demand.
• Analyze intraday trends and make recommendations to mitigate service level risks.
• Coordinate with Operations leaders regarding staffing gaps, overtime, voluntary time off (VTO), and schedule modifications.
• Track key performance indicators including service level, occupancy, shrinkage, and productivity metrics.

Reporting & Analytics

• Generate daily, weekly, and monthly workforce management reports.
• Provide operational insights through data analysis and performance dashboards.
• Identify root causes of staffing variances and recommend corrective actions.
• Support leadership with workforce planning presentations and business reviews.

Stakeholder Management

• Collaborate with Operations, Recruitment, Training, HR, and Client partners to align workforce strategies.
• Participate in planning meetings to ensure readiness for business changes and hiring demands.
• Communicate workforce risks, recommendations, and action plans to stakeholders.

Required

• Bachelor's degree preferred or equivalent work experience.
• Minimum 2–4 years of Workforce Management experience in a BPO, contact center, or customer service environment.
• Experience in forecasting, scheduling, capacity planning, and/or real-time management.
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, reporting).
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced and dynamic environment.
• Willingness to work flexible schedules, including shifting schedules if required.

Preferred

• Experience supporting telecommunications, technology, or customer service accounts.
• Knowledge of workforce management tools such as: Verint
• NICE IEX
• Aspect
• eWFM
• Genesys
• Calabrio
• Familiarity with contact center metrics including: Service Level
• Average Handle Time (AHT)
• Occupancy
• Shrinkage
• Forecast Accuracy
• Schedule Adherence
• Attrition Analysis

Internal Qualifications:

• Must have FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA 
• experience in Tech Sales is an advantage