Web Chat Client - OMD Analyst in Boise, ID at SYKES JOBS

Date Posted: 10/28/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Boise, ID
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/28/2019

Job Description

GENERAL PURPOSE:
This position is 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, explains WFM processes to Agents and explains the impacts of attendance and adherence and demonstrates empathy, patience, and genuine concern for agents scheduling needs and works to find the alternative arrangements that will allow the client's call volumes to be handled effectively. Meets with the Resource Planners and Operations to quantify future staffing needs by interval and reports on staffing levels and provides analytical data regarding the barriers to staffing efficiency and provides measurements of successful matching of agents to workload, creates successful solutions for scheduling issues by engaging agents to work together.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Adheres to SYKES policies on ethics and integrity.
  • Regularly meets with groups of agents to negotiate mutually beneficial schedules that fulfill the needs of the client, company and agents.
  • Interprets account SOW and humanizes the SLA targets to become personal goals of agents.
  • Implements staffing capacity plans, and optimizes staffing through agent engagement.
  • Facilitates finding ways to help employees to balance their jobs and life.
  • Work with the agents to identify the obstacles preventing them from attending work.
  • Maintains Staffing lines per 30 min time interval so as to achieve forecasted daily SLAs, meeting client driven staffing line or other staffing indices.
  • Analyze historical and actual staffing behavior of agents to ascertain challenges.
  • Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
  • Develops reports on staffing inefficiencies and works with agents to reduce variance.
  • Modifies agents work schedules in WFM system. Maintains accuracy of staffing models in eWFM.
  • Provides effective ad hoc scheduling of off-phone activities such as team meetings, additional agent training, and other schedule exceptions.
  • Prepares reports on effectiveness of staffing adjustments and reduction plans by account and line of business.
  • 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 Sykes standards. Develops initiatives to drive the continuous improvement.
  • Develop constant communication with Clients, WFM team, and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.
  • May perform other additional duties and responsibilities as assigned.

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