Sr Mgr Regional Ops WFM Support in Lakeland, FL at SYKES JOBS

Date Posted: 12/3/2019

Job Snapshot

Job Description

GENERAL PURPOSE:

This position is responsible for the implementation, training, and ongoing support of the Operations Management Desk (OMD).
  • Responsible for the System Administration of the WFM Tools, specifically Aspectes WFM.
  • Responsible for the install of OMD within the SYKES contact centers, ensures OMD team members receive the proper training along with other management personnel within the SYKES contact centers, and provide continuous support to OMD to help ensure their success.
  • Responsible for the SSG (Sykes Services Group) Off Shore OMD team supporting US Brick and Mortar locations.
  • The Off Shore OMD team is responsible to ensuring efficient and effective processes are adhered to in order to help drive financial success for Operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Adheres to SYKES policies on ethics and integrity.T
  • Travels domestically and internationally to support SSG, GRP & OMD personnel.
  • Has direct responsibility for SSG OMD team.
  • Works with the SSG Reporting team to automate and eliminate OMD level reporting to save indirect labor costs while streamlining the delivery of operationally focused reports.
  • Responsible for helping drive financial objectives to make Sykes more profitable, example being Billable Utilization.
  • Identifies and offers solutions for operational and service problems.
  • Proficiently understands and utilizes SYKES? Workforce Management software, which includes WFM.
  • Leads the overall efforts of System Administration to support the WFM tools.
  • Develops and maintains business processes and procedures that support SSG, GRP & OMD.
  • Responsible for the tactical implementation of mutually agreed upon processes, procedures, policies, key performance indicators, etc.? Develops accurate project plans to ensure smooth Implementations.
  • Provides project management for SSG, GRP & OMD implementations.
  • Audits SSG, GRP & OMD performance and provides feedback related to compliance and improvement opportunities.
  • Conducts training for SSG, GRP and/or OMD personnel.
  • Develops strategic, as well as tactical, focus for SSG, GRP & OMD.
  • Maintains operational relationships with Telephony, IT, Center Operations, SSG, GRP, OMD and other groups as needed.
  • Owns software upgrades for WFM and Reporting software
  • Conducts cost benefit analysis and provides recommendations to management regarding process, policies, and procedures.
  • Formulates systems to parallel overall business strategies, and writes detailed flow charts and implementation plans.
  • Proactively communicates to all departments.
  • Develops and maintains Service Level Agreements with both internal and external customers.
  • Drives accountability and responsibility within the SSG, GRP and OMD teams.
  • Understands and analyzes complex information to guide decision making.
  • Responds creatively to work challenges and proactively makes recommendations.
  • Evaluate and challenge the WFM tool configuration to effectively and strategically drive key performance indicators (KPIs).
  • May perform other additional duties and responsibilities as assigned.
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.
  • Ability to lead a team through the intricacies of monitoring key financial drivers like AUX, Billable Utilization, Occupancy, and many others.
  • Ability to lead the System Administration of the WFM tool environments to ensure logical & proper functionality.
  • Previous GRP Analyst experience on a national and/or international scale.
  • Knowledge of Automatic Call Distribution (ACD) technology.
  • Knowledge of Workforce Management software such as eWFM or Impact 360, as examples.
  • Excellent to strong Microsoft Suite skills.
  • Advanced analytical and problem solving skills.
  • Ability to work independently with efficient time management skills.
  • Ability to adapt to changing priorities, meet deadlines, and work well under pressure.
  • Ability to transfer learned knowledge to others within the team.
  • Ability to exercise initiative and judgment, as well as make decisions, within the scope of assigned authority.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to calculate figures and amounts such as discounts,interest, commissions, proportions, percentages, area, circumference,and volume.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
EDUCATION and/or EXPERIENCE
  • Bachelors degree and 3-5 years professional level experience; or 7+years professional level related experience; or an equivalent combination of education and professional level related experience required.

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