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OMD Analyst in Lakeland, FL at SYKES JOBS

Date Posted: 4/17/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lakeland, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time.
  • Prepare statistical and narrative reports and recommendations, and participate in the analysis and interpretation of data as appropriate.
  • Generate/develop & maintain reports/systems to ensure Service Level Agreement.
  • 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.
  • Provide a variety of reports to Operations, Administration, and HR department.
  • Work closely with management to assure that their reporting needs are satisfied.
  • Play a lead role in the support team.
  • Perform miscellaneous job-related duties as assigned.
  • 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.
  • May perform other additional duties and responsibilities as assigned.

  • High school diploma or equivalent, or current student status. Post high school education preferred.
  • 1-2 years experience of call center experience.
  • Demonstrated ability to lead and motivate call center CSRs.


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.
  • Ability to communicate effectively, both verbal and in writing.
  • Ability to gather and analyze statistical data and generate reports.
  • Knowledge of reporting methodology, principles and procedures.
  • Ability to prepare reports and presentations.
  • Record maintenance skills.
  • Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.


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