SUMMARY

This position is responsible for developing client ramp up plans by analyzing trends, modeling AHT, attrition, scheduling scenarios, and interpreting future client needs. Building ramp up plans that are easily understood and communicated to client services and support services needs, which is critical for success. Interprets information gained from many sources including Aspect eWFM software, client provided forecast, and client services inputs and assumptions. This position is also responsible for developing fifteen (15) minute to thirty (30) minute Start/Stop Time interval for all generated schedules per day, per week, per month for client – specific business lines. Full knowledge and usage of Sykes’ workforce management tools and processes are essential for creating the most successful solutions for resource scheduling.

Other qualifications are as follows

Ø Effective presentation and coaching skills

Ø Excellent data analysis and problem solving skills

Ø Knowledgeable in statistics and documentation

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

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

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

Ø Proficient in MS Excel and programming Excel for data collection. Experience in building models with Excel to do “what if” analysis on impacts of potential changes in operational metrics.

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

Ø Excellent knowledge in call center operations.

EDUCATION and/or EXPERIENCE

Should have worked for the Workforce/Resource Management division on a multi-channel (voice, email, chat) based account for a minimum of 1 -2 years, with data analysis and a total experience in call centers of 2 years.

College Graduate or College Undergraduate with experience

Offers Hybrid Set up! after transitioning.

Please refer to job description.