Responsible for Operations Management Desk teams across single mega sites (examples: Costa Rica, El Salvador, Philippines) or across multiple sites. Leads and directs overall intraday management, staffing, scheduling of pre-planned intraday events, real time management, account Key Performance Indicators (KPIs), completion of required supporting documentation for payroll processing, Client reports, internal reports, SOE supported activities and timeliness of support delivered . Monitors and enhances the performance of the OMD in the areas of productivity, schedule adherence, and employee satisfaction/development. Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability. Responsible for tactical and strategic vision as well as the execution of said vision. Communicates directly with Clients and Sykes senior management.
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.
Proven personnel management skills that adhere to Sykes policies and procedures
Able to produce solutions to complex problems that require workforce management skills and have a clear understanding of financial impacts
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
Ability to design/generate and implement systems necessary to collect, maintain, and analyze data
Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications
Ability to prepare and present reports accurately and well within the time frame specified
Strong planning, time management and organizational skills
Knowledge of and experience with using automated Workforce Management software, which includes Aspect eWFM at a minimum
Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches
Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same
Display a high level of professionalism, integrity, and maturity
EDUCATION and/or EXPERIENCE
Associates and/or Bachelors degree preferred. 1-2 years professional level experience; or 5+ years professional level related experience; or an equivalent combination of education and professional level related experience required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity ( www.sykes.com ).
Sykes is an equal opportunity employer.
The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Adheres to SYKES policies on ethics and integrity
Leads the OMD efforts for multiple site locations or in single mega sites such as Costa Rica, El Salvador, Philippines, etc. where by OMD Managers report into the Senior Manager role
Responsible for helping manage financial performance. Works closely with Directors & Vice Presidents to accomplish financial objectives
Responsible for Intraday Management of all Lines of Business within their OMD center(s)
Develops Strategic focus as well as Tactical focus by managing their team to be efficient and effective
Audits their OMD(s) to ensure consistency and accuracy of following established processes and procedures
Supports Franchise model and SOE Activities for Operations
Adheres to the Sykes WFM Standards
Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of SYKES
Works with Management on goal setting sessions (business planning) and ensures that reporting, analysis and tools available support operations in meeting and exceeding goals
Verifies departmental goals and strategies with regard to validity and significance with overall business plan
Maintains operational relationships with Telephony, IT, Operations, GRP, HR and other groups as needed
Helps implement new WFM modules, upgrades and enhancements
Conducts cost benefit analysis and provides recommendations to management regarding process, policies and procedures. Responsible to implement said processes, policies and procedures
Develops and maintains business processes and documents which support policies and procedures
Assists in developing accurate project plans to ensure smooth project implementations
Proactively communicates to all departments and manages their team to do the same
Develops and maintains Service Level Agreements with both internal and external customers
Coaches and develops OMD personnel to drive performance and improvements
Learns and challenges the WFM tool in order to effectively and strategically drive KPIs
Able to work independently with efficient time management skills
Ability to adapt to changing priorities, meet deadlines and work well under pressure
Able to transfer learned knowledge to others within their team
Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
Works closely with Sykes OPS and our Clients to ensure reporting needs are satisfied
Creates Action Plans and Performance Improvement Plans for their direct reports as needed
Conducts weekly PEP sessions as well as Performance Appraisals with their direct reports
May perform other additional duties and responsibilities as assigned
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...