SYKES is now part of Sitel Group®. Visit www.sitel.com for more information.

Director Workforce Management Operations-Region

Objective

Do you have what it takes to show your management skills? Here you will be Responsible for strategic direction and technical platform for global workforce management solutions to achieve maximum efficiency and productivity for all centers globally.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • 8-10 years of direct experience, including 2-4 years in management (must)
  • Effective computer skills, including use of Microsoft Office, Internet and e-mail.
  • Strong skills in application of workforce management systems/tools for capacity planning.
Soft skills
  • Capacity planning reporting (Corporate level).
  • Ability to manage relationship with workforce management vendors.
  • Ability to successfully manage team that performs tier one technical and application support of workforce system.
  • Working knowledge of workforce management tools (Blue Pumpkin, Aspect, IEX, etc.).
  • Working knowledge of automatic call distributors (Avaya, Nortel, Rockwell, etc.)
Responsibilities
  • Application support – Vendor management, contract negotiations, future product evaluations and ensures effective training.
  • Provides hands-on support to Operations to assist in achieving desired performance goals.
  • Capacity planning – Monthly capacity report, evaluation of needs and overages, dissemination of information to Leadership Team and others.
  • Project Management – Various projects related to workforce management.
  • Global Operations Center – Daily/weekly/monthly reporting of call center KPIs, emergency command center, disaster recovery center, analyses of contact volume and handle time trends.
Benefits
  • Private insurance
  • Educational reimbursement
  • Compensation and benefits
  • Referral bonus
  • Wellness Program

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.