WFM Analyst Fayetteville, NC in Fayetteville, NC at SYKES JOBS

Date Posted: 10/1/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/1/2018

Job Description

WFM Analyst Fayetteville, NC

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:
> 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.

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