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

Workforce Specialist

Objective

This position is responsible for developing client ramp-up plans and forecasts 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.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • Schedule Flexibility (must).
  • Industrial engineering or Business Administration student (desired).
  • WFM experience (must).
Soft skills
  • Strong online communication skills, in particular, high-quality grammar and writing skills.
  • Fluent in English and Spanish.
  • Strong statistical forecasting techniques
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Effective presentation and coaching skills
  • Excellent data analysis and problem-solving skills
Responsibilities
  • Analyze historical and actual call arrival patterns for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients
  • Interprets account SOW and creates assumptions (AHT, SLA) to be used in forecast creation
  • Builds weekly, monthly, and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy
Benefits
  • Work at home
  • Growth Opportunities
  • Educational reimbursement
  • Technical Academy

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.