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Workforce Management Supervisor

Objective

This position is responsible for managing a centralized group of individuals that provide end-to-end Workforce Management solution to Sykes clients with a strong intervention towards financial health of Operations, as guided. Communicates directly with clients and Sykes senior management on reporting and staffing needs.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • A minimum of 6 months working as WFM Analysts or WFM Reporting (desired)
  • Student or bachelor degree in Business Administration or Industrial Engineering is highly desirable (Desired).
  • Proven knowledge of Staffing and Scheduling concepts for contact centers.
  • Knowledge of automated workforce management software (Aspect’s eWFM, Tracking Module, Work Time Tracker).
Soft skills
  • Ability to collaborate with different levels of management within the organization.
  • Ability to listen and comprehend effectively.
  • Strong planning, time management and organizational skills.
  • Ability to work in a dynamically changing environment.
Responsibilities
  • Support income and cost analysis processes by providing trends and forecasts; explaining processes and techniques; recommending actions
  • Demonstrate financial acumen of assigned Operations at the operational level.
  • Act as the main Workforce Management point of contact and become a trusted advisor for Operations, Support Services and Clients when addressing WFM issues or inquiries.
  • Responsible in managing and leading the team which provide Workforce Management services to Sykes clients and operations.
  • Align and plan according to Sykes’ global standards to ensure quality of service.
Benefits
  • Work at home
  • Wellness program
  • Growth opportunities
  • Educational reimbursement
  • Compensation and Benefits
  • Association

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.