OMD Analyst Coordinator in Lakeland, FL at SYKES JOBS

Date Posted: 10/7/2019

Job Snapshot

Job Description

SUMMARY:
This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • SUMMARY:
    This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.


  • Adheres to SYKES policies on ethics and integrity.
  • Collect, analyze, evaluate, and prepare reports and other complex statistical data for Operations, HR, WFM, and Admin departments.
  • Prepare statistical and narrative reports and recommendations, and participate in the analysis and the interpretation of data as appropriate.
  • Generate and maintain reports and systems in accordance with Service Level Agreement.
  • Provide solutions to account specific and individual issues related to data
  • Maintain appropriate records of contacts and results on a daily basis.
  • Design and compile data of past and current trends.
  • Play a lead role in the support team.
  • 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.
  • Define and manage achievement of client performance objectives.
  • Create and Maintain agent level schedules and attendance reporting.


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