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.