At Sutherland, I lead workforce management and staffing execution, partnering with Workforce Planning and business teams to align capacity with service-level requirements. I analyze forecast-versus-actual results to identify staffing gaps and workforce risks that need corrective action.
I monitor performance and SLA trends, manage escalations, and develop dashboards and KPI reports that turn workforce data into actionable insights. I also mentor workforce analysts and support process improvements; earlier at Sutherland, I managed real-time performance across multiple queues and delivered Tier-1 technical support.
