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Sykes WFM Analyst and Facilitator in Fayetteville, North Carolina

WFM Analyst and Facilitator

Date Posted: 02/15/2020

Job Snapshot

  • Employee Type:

  • Location: Fayetteville, United States

  • Job Type: Operations

  • Experience: Not Specified

  • Date Posted: 02/15/2020

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.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: 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. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

EDUCATION and/or EXPERIENCE:

  • Associates Degree or equivalent required.

  • Individuals with a mathematical background from a reputable University/college will be given preference.

  • Minimum of 2 years experience in a Workforce/Resource Management division on a multi-channel (voice, email, chat) based account required with data analysis

  • 3 years experience in call centers

Desired qualifications, skills and experience

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.

  • Effective presentation and coaching skills

  • Excellent data analysis and problem solving skills for center-wide support

  • Knowledgeable in statistics, Regression Analysis and documentation

  • Assertive, team player and willing to work on a shifting schedule

  • Expert knowledge of CMS, other ACD System and WFM tools (ASPECT eWFM ver. 6.2 or higher)

  • Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS)

  • Intermediate skill in MS Excel and programming Excel for data collection. Well adept in building models with Excel to do "what if" analysis on impacts of potential changes in operational metrics.

  • Excellent communication skills, both written and verbal and an ability to document call observations in a clear/concise manner

  • Excellent knowledge in call center operations

Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.

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