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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 Intraday Analyst I

Date Posted: 04/06/2021

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Job Description



GENERAL PURPOSE:

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Adheres to SYKES policies on ethics and integrity.
  • Prepare statistical and narrative reports and recommendations, and participate in the analysis and interpretation of data as appropriate.
  • Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
  • Act decisively to solve account specific/individual issues related to data generation/analysis/interpretation
  • Maintain collection and tracking of relevant data.
  • Maintain appropriate records of contacts and results on a daily basis.
  • Design and/or develop specific systems for collection, tracking, and reporting of data.
  • Compile data and analyze past and current trends.
  • Interact/Coordinate with management in an organized manner resulting in effective data collection and analysis.
  • Collaborate with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of SYKES.
  • Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
  • Keep all commitments made to SYKES and the client.
  • Deliver reports on time as requested by the client and/or management.
  • Define and manage achievement of client performance objectives.
  • Create and Maintain 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.
  • Maintains system access and profiles.
  • Determines effective base to flex schedule ratios for each line of business or client.
  • Prepares and presents informational seminars to groups of twenty or more instructing on the use and importance of tools for scheduling requirements, PTO requests, and exception management.
  • Manages skill assignments for sales consultants, as well as maintains system access and profiles.
  • Monitors and manages site activities to support service level agreements.
  • Performs ongoing adjustments of schedule to meet Grade of Service, training, policy notification, meetings, and coaching opportunities.
  • Develops and updates as necessary process documentation on workforce management for auditing purposes.
  • Ensures compliance to the approved workforce management processes as described in WFM processes, SSE and/or other company standards.
  • Develops initiatives to drive continuous improvement.
  • May perform other additional duties and responsibilities as assigned.


Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent required. Two to four years ..... experience; or any equivalent combination of related training/education and experience required.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.

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.

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

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.

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