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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

WFM Leader

Date Posted: 03/21/2020

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Job Description



Job Title: WFM Leader

GENERAL PURPOSE: This position is responsible for ensuring the OMD team provides overall intra-day management, staffing, scheduling of intra-day events, real time management, account Key Performance Indicators (KPIs), completion of required supporting documentation for payroll processing, Client reports, internal reports, and timeliness of support delivered, monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development. Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability. Communicates directly with Clients and Sykes senior management. Supports the overall objectives of the OMD Senior Manager /OMD Director functional teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Adheres to SYKES policies on ethics and integrity.
* Responds timely and accurately to the escalations of the OMD Analysts.
* Assists OMDA support towards 1st time resolution.
* Audits OMD to ensure consistency and accuracy.
* Plans, assigns and directs work to the team/employees.
* Attends calls with the client.
* Hires, develops and leads the overall OMD efforts for their site.
* Works closely with management to ensure their reporting needs are satisfied.
* Responsible for the Intraday Management of all Lines of Business under the OMD umbrella.
* Develops Tactical focus by managing their team to be efficient and effective.
* Supports SOE Activities for Operations to include Pre-Planning of Off Production activities.
* Adheres to the Sykes WFM Standards.
* Maintains operational relationships with Telephony, IT,Operations, GRP, and other groups as needed.
* Helps implement new WFM modules, upgrades and enhancements.
* Proactively communicates to all departments and manages their team to do the same.
* Develops and maintains Service Level Agreements with both internal and external customers.
* Coaches and develops OMD personnel to drive accountability and responsibility within their team.
* Understands and analyzes complex information to guide decision making.
* Responds creatively to work challenges and proactively makes recommendations.
* Learns and challenges the WFM tool to effectively and strategically to drive KPIs.
* Able to work independently with efficient time management skills.
* Ability to adapt to changing priorities, meet deadlines and work well under pressure.
* Ability to transfer learned knowledge to others within the team.
* Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.
* Creates Action Plans and Performance Improvement Plans for employees as appropriate.
* Conducts weekly PEP sessions as well as Performance Appraisals with their team members.
* May perform other additional duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE: High School Diploma or equivalent required. Associates or Bachelor's degree preferred.

One to two years' professional level related experience required; or any equivalent combination of related training /education and experience required. Prior people performance management /coaching / feedback experience desired

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.

* Ability to communicate effectively, both verbal and in writing.
* Ability to gather and analyze statistical data and generate reports.
* Knowledge of reporting methodology, principles and procedures.
* Ability to prepare reports and presentations.
* Record maintenance skills.
* Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.
* Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications.
* Experience and proven ability to generate and analyze performance data of the account(s).
* Ability to prepare and present reports accurately and well within the time frame specified.
* Strong planning, time management and organizational skills.
* Knowledge of and experience with using automated Workforce Management software, which includes eWFM and Verint Impact 360 at a minimum.
* Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
* Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
* Display a high level of professionalism, integrity, and maturity.
* Polished and poised. Project energy, self-confidence, authority,and enthusiasm.

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/or 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.

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

EDUCATION and/or EXPERIENCE: High School Diploma or equivalent required. Associates or Bachelor's degree preferred.

One to two years' professional level related experience required; or any equivalent combination of related training /education and experience required. Prior people performance management /coaching / feedback experience desired

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.

* Ability to communicate effectively, both verbal and in writing.
* Ability to gather and analyze statistical data and generate reports.
* Knowledge of reporting methodology, principles and procedures.
* Ability to prepare reports and presentations.
* Record maintenance skills.
* Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.
* Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications.
* Experience and proven ability to generate and analyze performance data of the account(s).
* Ability to prepare and present reports accurately and well within the time frame specified.
* Strong planning, time management and organizational skills.
* Knowledge of and experience with using automated Workforce Management software, which includes eWFM and Verint Impact 360 at a minimum.
* Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
* Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
* Display a high level of professionalism, integrity, and maturity.
* Polished and poised. Project energy, self-confidence, authority,and enthusiasm.

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