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Senior Manager Workforce – Scheduling

Senior Manager Workforce – Scheduling

Objective

Do you have the skills to achieve efficiency and productivity ? In this role you will ensure that staffing in the BU is efficient in order to maintain operational objectives. Analyzes call center trends to predict long-term and short-term staffing needs. Leads and develops team of direct reports.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • 5+ years of experience in planning, implementing, utilizing and supporting workforce management systems (must)
  • Blue Pumpkin and IEX experience in a call center environment (must).
  • Business Objects and/or database experience.
  • Experience managing a staff of 4-10 associates.
Soft skills
  • Ability to work in a fast-paced environment.
  • Responsible and accountable from the end to end WFM process related to the programs covered.
  • Expertise and capacity planning, forecasting, real-time management, reporting and scheduling.
  • Ability to manage multiple, complex, ongoing tasks and projects.
  • Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels.
Responsibilities
  • Supervises assigned team to meet or exceed established goals. Manages the workload of the team and the resources required to meet all deadlines. (Hiring, Time Off Requests, Review of staff requirements, etc.)
  • Hires and retains the best associates possible. Provides regular monitoring, coaching and development to agents within the team. Conducts performance appraisals. Manages performance as required.
  • Works with other team members such as Forecasting Manager, ROC Reporting, Workforce Management Administrators and Senior Forecasters to establish “Best Practices” within the ROC.
  • Adhoc duties as required.
  • Assignment of workload to associates
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.