Sykes - Director Workforce Management - USA

Job title: Director Workforce Management Company: Sykes Job description: Job description GENERAL PURPOSE: This position is responsible for managing multiple teams of centralized resource planning managers and real time management groups under both centralized and decentralized models who provide strategic long term staff planning, accurate forecasting, scheduling services, and real time management support to Operations while driving employee satisfaction and financial strength. This position is responsible to drive high performance results in the organization, which meet or exceed the operational teams objectives documented in the annual business plan. This position works closely with the SYKES Management teams, such as Vice Presidents / Site Directors / Account Management Team, and other functional support groups in all global regions, to ensure a smooth process flow within the overall Work Force Management (WFM) structure and within the operations structure. This position focuses on strategic vision for cost management and operational performance within the overall WFM organization as well as financial efficiencies for SYKES overall. ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following: Ø Adheres to SYKES policies on ethics and integrity Ø Responsible for managing and leading a team of WFM Managers and Senior Managers responsible for Global Resource Planning and OMD Management across all global regions. Ø Coach and develop Managers by strong leadership.. Ø Coordinate strategic implementations with global business leaders Ø Leads strategic and budget planning meetings for purposes of adding significant value and ideas on how to drive agent expense from the business. Ø Proactively meets with and gains insight from customers to ensure WFM is not only meeting the needs of SYKES yet exceeding expectations Ø Ensure team's compliance to SYKES Standards of Excellence and other WFM standards established by third party organizations such as COPC. Ø Develop and lead key support processes and procedures. Strategically develop and drive continuous process improvements of the workforce management system. Ø Ensure WFM Managers meet all expectations of creating advanced capacity and/or staffing plan and maintain acceptable scheduling parameters. Ø Ensure GRP team analyzes service level models, identifies and tracks inefficiencies in call allocation, Account level productivity/utilization and provides direction that drives intra-day, weekly, and monthly results Ø Provide communication with Operation's senior leadership team on account requirements, expectations, and deliverables. Act as an executive point of contact for Operations, Support Services, and Clients for its workforce management concerns. Ø Oversees the performance of the WFM teams, including forecast accuracy, scheduling efficiency, schedule adherence goals, real time management performance and make high level decisions and recommendations. Ø Set both individual and team goals to support high level objectives. Develops attainable WFM core initiatives and projects to support strategic business plan goals and determine/implement Key Performance Indicators for the global WFM team. Ø Provide effective feedback and coaching to all team members. Recognize and reward exceptional performance. Take appropriate actions when team or team members are not meeting their goals. Ø Determine technology needs to support the Workforce Management Team and manages financial appropriations based on approved budget. Ø Coaches, develops, leads, trains, and manages the team to be a World Class organization in the art of Work Force Management, which includes: forecasting, scheduling, analyzing, and tracking. Ø Maintains operational relationships with Telephony, IT, Operations, and other groups as needed Ø Helps coordinate implementation of new WFM modules, upgrades, enhancements, etc. Ø May perform other additional duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES None Yes (See "General Management Duties and Responsibilities" addendum)Provide directives to the entire Workforce Management Team and carries out managerial responsibilities in accordance with SYKES' policies and applicable laws. Responsibilities include employee selection; coaching, planning, assigning, directing work; and performance appraisals. EDUCATION and/or EXPERIENCE Ø A Bachelor's degree or equivalent from an accredited college or university. Ø A minimum of 7 years hands-on experience with work force management in a call center environment. Ø A minimum of 5 years hands-on workforce management managerial experience. Ø A minimum of 2 years supervisory experience having managed at least 5 staff. Ø Working knowledge of automated Work Force management software and MS Excel preferred. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ø Excellent communication skills Ø Result-oriented/driven Ø Proactive and innovative Ø Excellent interpersonal skills Ø Excellent networking skills (influencing up) Ø Experience in managing a group of workforce management professionals on a centralized WFM level setup Ø Excellent workforce management data analysis and problem solving skills for worldwide growth Ø Excellent project planning skills Ø Excellent negotiation and bargaining skills to any one of the following: Senior Managers, Directors, VPs and External Clients Ø Knowledgeable in statistics and regression analysis Ø Proficient on CMS, other ACD System and WFM tools Ø Knowledgeable in MS Office Suite: WORD, VISIO, POWERPOINT,ACCESS Ø Intermediate skill in MS Excel and programming Excel for data collection (ERLANG C). Ø Experience in building models with Excel to do "what if" analysis on impacts of potential changes in operational metrics Requisition # 7913BR Site Alpine US WFH Workplace Type Non-Agent Remote Zip/Postal Code N/A Hiring Group Regional Non-Agent Travel required None Job category Global Resource Planning 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. Required qualifications, skills and experience 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. Ø Ability to communicate effectively, both verbal and in writing. Ø Ability to gather and analyze statistical data and generate reports. Ø Knowledge of reporting methodology, principles and procedures. Ø Ability to prepare reports and presentations. Ø Record maintenance skills. Ø Ability to design/generate and implement systems necessary to collect, maintain, and analyze data. Ø Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications. Ø Experience and proven ability to generate and analyze performance data of the account(s). Ø Ability to prepare and present reports accurately and well within the time frame specified. Ø Strong planning, time management and organizational skills. Ø Knowledge of and experience with using automated Workforce Management software, which includes eWFM and Verint Impact 360 at a minimum. Ø Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches. Ø Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same. Ø Display a high level of professionalism, integrity, and maturity. Ø Polished and poised. Project energy, self-confidence, authority, and enthusiasm. PHYSICAL DEMANDS: 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. 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. DISCLAIMER: 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. Expected salary: Location: USA Apply for the job now! Apply tot his job