Senior WFM Speсialist Tallinn, Eesti

Posted: 01.09.2020

Sutherland Global Services OÜ


Deadline: 25.09.2020 19 days


Short description

At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Resource Planning and Reporting expert who will be responsible for Workforce Management delivery in terms of planning coverage, and manage our programs reporting needs. If you are a Resource Planner looking for a global career, do not miss this opportunity. As a WFM and Reporting resource, you will be accountable for our WFM and Reporting requirements.

Responsibilities and tasks

- Forecasting, Staff Planning, Capacity Reviews, Vacation Planning, Schedule adherence, to secure the full optimization of the current and future manpower. - Improve and manage key metrics with workforce management goals - Aux Usage and Utilization, Service Level - Management, Schedule Adherence/Compliance - Ensure that site capacity plans are in aligned with the approved business growth and that the headcount is properly utilized - Evaluate actual volume arrival, average handle time and other actual trends to generate a staffing analysis - Maintain, track, review client forecasts while creating short- and long-term staffing plans to support the projected approved requirements - Participate in all internal call, client calls and any scheduling and forecasting reviews to represent the WFM Planning team - Work with all levels of management to assist them in gaining capacity efficiency and productivity - Interpret and tabulate statistical information from the client to project staffing requirements in new and existing projects - Conduct regular internal discussions concerning capacity recommendations (short- and long-term coverage) and net staffing views with Service Delivery and other WFM function groups (Real-time and Scheduling) - Report and escalate any business risk to the proper level using the proper channel - Participate in developing and implementing enhancements, new tools and methods within the program - Data Reporting - including but not limited to daily, weekly, monthly report generation and analysis


- At least 3 years of work experience in WFM within the same industry (with progressive supervision role a plus) - At least 2 years of work experience in NICE IEX or similar scheduling software (IEX preferred) - Working knowledge on Microsoft Office applications and in-depth knowledge of Excel - Working knowledge on Tableau reporting - a plus - Good knowledge on Estonian labor law - Ability to work with minimal guidance or supervision - Ability to multi-task various projects and reports in a proactive manner - Willingness to work on shifting schedules and holidays

We offer

- Very competitive salary - Attractive perfomance incentives

Associated key skills

Workforce management
Staff planning
Manpower optimization
Labor law
Analyzing information
Data analysis
Service level management
Staff scheduling software
Time management

Computer skills and other



Estonia Recruitment

Rävala puiestee 2, Tallinn, Eesti

+372 6068583

Deadline: 25.09.2020 Apply

Sutherland Global Services OÜ


Large (>250 empl)

Occupation field: Human Resources

Type: Permanent job

Work time: Full-time Shifts Flexible

Language required: English B2 Estonian B2

Position level required: Middle, Senior

Required experience in years: 3