Sykes is seeking a WFM Analyst to work at our Malvern Location this position will be responsible for working with Agents to ensure sufficient staffing levels are maintained in each interval to achieve KPI's. You will work with the WFM leader to develop trends in staffing and attendance models. This is an amazing opportunity to take your career to the next level
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
* Regularly meets with groups of agents to negotiate mutually beneficial schedules that fulfill the needs of the client, company, and agents.
* Implements staffing capacity plans, and optimizes staffing through agent engagement.
* Facilitates finding ways to help employees to balance their jobs and life.
* Work with the agents to identify the obstacles preventing them from attending work.
* Maintains Staffing lines per 30 min time interval so as to achieve forecasted daily SLAs, meeting client-driven staffing lines or other staffing indices.
* Analyze historical and actual staffing behavior of agents to ascertain challenges.
* Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
* Develops reports on staffing inefficiencies and works with agents to reduce variance.
Desired qualifications, skills and experience
* Excellent Excel experience and knowledge
* Call center background
* HS diploma or equivalent
* Knowledge of CMS, or ACD systems and WFM tools
