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.

Workforce Manager

Date Posted: 11/19/2020

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Job Description

Join the Sykes Family!

We are currently seeking a Workforce Manager to join our growing team in our Fayetteville, NC office. This position is responsible for managing workforce management (WFM)processes and procedures and analyzing team and/or agent historical performance to formulate recommendations and implement improvements leading to increased forecast accuracy and greater scheduling efficiency. Also assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary to provide overall intraday management, staffing and scheduling of intraday events


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


Required qualifications, skills and experience

What you will do:

* Responsible for the Intraday Management and Planning of all Lines of Business under the WFM umbrella
* Develops Tactical focus by managing their team to be efficient and effective
* Audits WFM to ensure consistency and accuracy
* Maintains operational relationships with Telephony, IT, Operations, and other groups as needed
* Helps implement new WFM modules, upgrades and enhancements
* Provides to their Supervisor, cost benefit analysis and provides recommendations to management regarding process, policies and procedures.
* Develops and maintains Staffing Agreements with both internal and external customers

Desired qualifications, skills and experience


* Associates Degree required. Bachelor's Degree preferred
* 3-5 years relevant experience in a WFM/Resource supervisory role in a dynamic call center environment; or any equivalent combination of related training/education and experience.
* Experience with Aspect eWFM, eSP, and Avaya CMS/IQ strongly preferred.

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