WFM Analyst in DeLand, FL at Sykes

Date Posted: 2/16/2018

Job Snapshot

  • Employee Type:
  • Location:
    DeLand, FL
  • Date Posted:

Job Description


Job Title: WFM Analyst 


This position is responsible for real-time monitoring, analysis, and enhanced utilization of sales consultants to provide the highest level of service to customers. Serves as the central point of contact answering Workforce Management phone calls and emails addressing any concerns with real-time staffing needs, schedule adjustments, and time off including PTO, sick time, etc.



  • Adheres to SYKES policies on ethics and integrity.
  • Proficiently understands and utilizes workforce management software.
  • Works directly with sales consultants answering questions and resolving issues related to scheduling and work segments.
  • Maintains schedule accuracy by effectively adding and removing resources from schedules.
  • Communicates and distributes the schedules and discuss any real- time adjustments to the schedule and/or demand routing changes that need to be made.
  • Confirms schedule adherence ensuring optimal service levels and occupancy and performance target achievement.
  • Maintains system access and profiles.
  • Determines effective base to flex schedule ratios for each line of business or client.
  • Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.
  • Manages skill assignments for sales consultants, as well as maintains system access and profiles.
  • Monitors and manages site activities to support service level agreements.
  • Performs ongoing adjustments of schedule to meet Grade of Service, training, policy notification, meetings, and coaching opportunities.
  • Develops and updates as necessary process documentation on workforce management for auditing purposes.
  • Ensures compliance to the approved workforce management processes as described in WFM processes, SSE and/or other company standards.
  • Develops initiatives to drive continuous improvement.
  • May perform other additional duties and responsibilities as assigned 


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