Sr Mgr Area Ops WFM Reporting

Date Posted: 02/19/2020

Job Snapshot

Job Description



GENERAL PURPOSE:

This position is responsible for managing a team of centralized resource planning managers under a decentralized model who provide strategic long-term staff planning, accurate forecasting, and scheduling services to Operations while driving employee satisfaction and financial strength. This position is responsible to drive high performance results in the team, which meet or exceed team's objectives documented in the annual business plan. This position works closely with the SYKES Management teams, such as Vice Presidents / Site Directors / Account Management Team, as well as the Operations Management Desk, to ensure a smooth process flow within the overall WorkForce Management (WFM) structure and within the operations structure. This position focuses on strategic vision for cost management within the WFM team as well as financial efficiencies for SYKES overall.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

Ø Adheres to SYKES policies on ethics and integrity

Ø Responsible for managing and leading a centralized Regional Resource Planning set of WFM Managers

Ø Coach and develop the WFM Managers by strong leadership

Ø Coordinate strategic implementations with business leaders

Ø Attends strategic and budget planning meetings for purposes of adding significant value and ideas on how to drive agent expense from the business

Ø Proactively meets with and gains insight from their customers to ensure WFM is not only meeting the needs of SYKES yet exceeding expectations

Ø Ensure team's compliance to SYKES Standards of Excellence and other WFM standards established by third party organizations such as COPC

Ø Lead the development, approve and implement key support processes and procedures. The main goal of the team is to enable efficient manpower allocations and optimum service levels across the globe while driving employee satisfaction and financial strength

Ø Drive continuous process improvements of the workforce management system

Ø Ensure WFM Managers and Resource Planning Analysts meet all expectations of creating advanced capacity and/or staffing plan and maintain acceptable scheduling parameters

Ø Ensure WFM team analyzes service level models created through ASPECT eWFM software, identifies and tracks inefficiencies in call allocation, Account level productivity/utilization and provides recommendations that drive intra-day, weekly, and monthly results

Ø Provide communication with Operation's senior leadership team on account requirements, expectations, and deliverables. Act as a senior point of contact for Operations, Support Services, and Clients for its workforce management concerns

Ø Oversees the performance of the Regional Resource Planning team, including forecast accuracy, scheduling efficiency, schedule adherence goals, and make high level decisions and recommendations.

Ø Set both individual and team goals to support high level objectives. Develops attainable WFM core initiatives and projects to support strategic business plan goals and determine/implement Key Performance Indicators for the centralized WFM team

Ø Provide effective feedback and coaching to all team members. Recognize and reward exceptional performance. Take appropriate actions when team or team members are not meeting their goals.

Ø Determine technology needs to support the Workforce Management Team and manages financial appropriations based on approved budget

Ø Coaches, develops, leads, trains, and manages the Regional Resource Planning team to be a World Class organization in the art of WorkForce Management, which includes: forecasting, scheduling, analyzing, and tracking

Ø Maintains operational relationships with Telephony, IT, Operations, Operations Management Desk (OMD), and other groups as needed

Ø Helps coordinate implementation of new WFM modules, upgrades, enhancements, etc.

Ø May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES:

None Yes (See "General Management Duties and Responsibilities" addendum)

Provide directives to the Regional Planning Team and carries out managerial responsibilities in accordance with SYKES' policies and applicable laws. Responsibilities include employee selection; coaching, planning, assigning, directing work; and performance appraisals.

EDUCATION and/or EXPERIENCE

Ø A Bachelor's degree or equivalent from an accredited college or university.

Ø A minimum of 7 years hands-on experience with workforce management in a call center environment.

Ø A minimum of 5 years hands-on workforce management managerial experience.

Ø A minimum of 2 years supervisory experience having managed at least 5 staff.

Ø Working knowledge of automated WorkForce management software and MS Excel preferred.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ø Excellent communication skills

Ø Result-oriented/driven

Ø Proactive and innovative

Ø Excellent interpersonal skills

Ø Excellent networking skills (influencing up)

Ø Experience in managing a group of workforce management professionals on a centralized WFM level setup

Ø Excellent workforce management data analysis and problem-solving skills for worldwide growth

Ø Excellent project planning skills

Ø Excellent negotiation and bargaining skills to any one of the following: Senior Managers, Directors, VPs and External Clients

Ø Knowledgeable in statistics and regression analysis

Ø Proficient on CMS, other ACD System and WFM tools

Ø Knowledgeable in MS Office Suite: WORD, VISIO, POWERPOINT, ACCESS

Ø Intermediate skill in MS Excel and programming Excel for data collection (ERLANG C).

Ø Experience in building models with Excel to do "what if" analysis on impacts of potential changes in operational metrics

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

DISCLAIMER:

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position

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