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WFM Reporting (Hybrid)

Objective

To assist with short and mid-range planning based on continuous analysis of forecasted requirements, trends, staffing variables, and real-time performance of operations based on workforce management principles for the contact center. The WFM 1 position must determine alternative plans to successfully meet key performance indicators (KPIs) targets when necessary. Under minimal supervision, timely collect, evaluate and prepare complex statistical data for operations/HR/WFM/Admin. Manage half-hour schedules and off-the-phone activities per day, per week, and per month for client-specific business lines to ensure maximum efficiency.

Hard skills
  • Excellent oral or written skills.
  • Ability to work independently, multi-task, and meet deadlines.
  • Analytical interpretation of data.
  • Proficiency in Microsoft Excel, and Power Query.
  • Enjoying challenging opportunities.
  • Ability to solve urgent matters and work under pressure.
Soft skills
  • Proactive.
  • Self-learning.
  • Life-long learner.
Responsibilities
  • Monitor, analyze and take appropriate actions based on the call flow activity and staffing requirements in order to ensure Contractual KPIs are met.
  • Maintain appropriate records and analyze performance data on a daily, weekly, and monthly basis. Provide a variety of reports and analyses to Operations, Administration, and HR departments. Reports would range from agent individual performance values to site or center consolidated reports. As well as providing all contractual reports we are obligated to perform.
  • Ensure Operations, WFM, and Client services have proper data to approve time-off requests such as team meetings, additional agent training, and all other future schedule exceptions.
  • Maintain agent-level schedules and attendance tracking, including recording agent absenteeism and tardiness (RTA).
  • Oversee the intra-day management and staffing requirements of single or multiple queues, agent skill changes, and group skill changes.
Benefits
  • Employee Association.
  • Educational Reimbursement.
  • Medical Services.
  • Schedule Flexibility.

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.