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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.

Workforce Analyst

Date Posted: 02/10/2021

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Job Description



We are SYKED to offer an opportunity for a Workforce Management Inerday Analyst in our Langhorne, PA office. This position will be responsible for working with Agents to ensure sufficient staffing levels are maintained in each interval to achieve KPI's, assess potential staffing issues and opportunities for mitigation. This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.

Required qualifications, skills and experience

What you will do:

* Prepare statistical and narrative reports and recommendations, and participate in the analysis and interpretation of data as appropriate.
* Collects, reads, analyzes, interprets, and summarizes data in preparation & generation of statistical and analytical reports.
* Acts decisively to solve account specific/individual issues related to data generation/analysis/interpretation
* Maintains collection and tracking of relevant data.
* Maintains appropriate records of contacts and results on a daily basis.
* Designs and/or develop specific systems for collection, tracking, and reporting of data.
* Compiles data and analyze past and current trends.
* Interacts/Coordinates with management in an organized manner resulting in effective data collection and analysis.
* Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of SYKES.
* Works in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
* Keeps all commitments made to SYKES and the client.
* Delivers reports on time as requested by the client and/or management.
* Defines and manages achievement of client performance objectives.
* Creates and maintains agent level schedules and attendance reporting.
* 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.

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE:

* Associates Degree required. Bachelor's Degree preferred
* 2 + years of experience in Workforce/Resource Management especially in multi -channel environment
* Experience with eWFM, CMS
* Strong MS Office experience including Excel, Visio, and access

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

EOE/ Veteran / Disabled

Hiring Group

Site Non-Agent

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