Sykes - Director Workforce Management - USA

Job title: Director Workforce Management Company: Sykes Job description: Job description GENERAL PURPOSE: This position is responsible for managing multiple teams of centralized resource planning managers and reputed company time management groups under both centralized and decentralized models who provide strategic long term staff planning, accurate forecasting, scheduling services, and reputed company time management support to Operations while driving employee satisfaction and financial strength. This position is responsible to drive high performance results in the organization, which meet or exceed the operational teams objectives documented in the annual business plan. This position works closely with the SYKES Management teams, such as Vice Presidents / Site Directors / Account Management Team, and other functional support groups in reputed company global regions, to ensure a smooth process flow reputed company the overall Work Force Management (WFM) structure and reputed company the operations structure. This position focuses on strategic reputed company for Hirevector management and operational performance reputed company the overall WFM organization as well as financial efficiencies for SYKES overall. ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following: Ø Adheres to SYKES policies on ethics and reputed company Ø Responsible for managing and leading a team of WFM Managers and Senior Managers responsible for Global Resource Planning and OMD Management across reputed company global regions. Ø Coach and reputed company Managers by strong leadership.. Ø Coordinate strategic implementations with global business leaders Ø Leads strategic and budget planning meetings for purposes of adding significant value and reputed company on how to drive agent expense from the business. Ø Proactively meets with and reputed company reputed company from customers to ensure WFM is not only meeting the needs of SYKES yet exceeding expectations Ø Ensure team's compliance to SYKES Standards of Excellence and other WFM standards established by reputed company party organizations such as COPC. Ø reputed company and reputed company key support processes and procedures. Strategically reputed company and drive reputed company process improvements of the workforce management system. Ø Ensure WFM Managers meet reputed company expectations of creating advanced reputed company and/or staffing plan and maintain acceptable scheduling parameters. Ø Ensure GRP team analyzes service level models, identifies and tracks inefficiencies in call allocation, Account level productivity/utilization and provides direction that drives intra-day, weekly, and monthly results Ø Provide communication with Operation's senior leadership team on account requirements, expectations, and deliverables. Act as an executive reputed company of contact for Operations, Support Services, and Clients for its workforce management concerns. Ø Oversees the performance of the WFM teams, including forecast accuracy, scheduling efficiency, schedule adherence goals, reputed company time management performance and reputed company high level reputed company and recommendations. Ø Set both individual and team goals to support high level objectives. Develops attainable WFM core initiatives and projects to support strategic business plan goals and determine/implement Key Performance Indicators for the global WFM team. Ø Provide effective feedback and coaching to reputed company team members. Recognize and reward exceptional performance. Take appropriate actions reputed company team or team members are not meeting their goals. Ø Determine technology needs to support the Workforce Management Team and manages financial appropriations based on approved budget. Ø Coaches, develops, leads, trains, and manages the team to be a World Class organization in the art of Work Force Management, which includes: forecasting, scheduling, analyzing, and tracking. Ø Maintains operational relationships with Telephony, IT, Operations, and other groups as needed Ø Helps coordinate implementation of new WFM modules, upgrades, enhancements, etc. Ø May reputed company other additional duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES None Yes (See "General Management Duties and Responsibilities" addendum)Provide directives to the entire Workforce Management Team and carries out managerial responsibilities in accordance with SYKES' policies and applicable laws. Responsibilities include employee selection; coaching, planning, assigning, directing work; and performance appraisals. EDUCATION and/or EXPERIENCE Ø A Bachelor's degree or equivalent from an accredited college or university. Ø A minimum of 7 years hands-on experience with work force management in a call center environment. Ø A minimum of 5 years hands-on workforce management managerial experience. Ø A minimum of 2 years supervisory experience having managed at least 5 staff. Ø Working knowledge of automated Work Force management software and MS reputed company preferred. QUALIFICATIONS To reputed company this job successfully, an individual must be reputed company to reputed company each essential duty satisfactorily. 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