Workforce Manager

**Objective**:

- This position is responsible for managing a centralized group of individuals that provide end-to-end Workforce Management solutions to Sykes clients with a strong intervention towards the financial health of Operations. Communicates directly with clients and Sykes senior management on reporting and staffing needs. Maintains composure in critical situations and communicates well with both internal and external clients.
- The position is also responsible for driving high-performance results in the team to meet or exceed the team’s objectives. Exhibits full knowledge and usage of Sykes’ workforce management tools and processes to provide the most successful solutions for resource planning and scheduling and is responsible for overall reporting, staffing & scheduling, real-time productivity management, account service level, completion of required supporting documentation for payroll processing, client reports, internal reports, and timeliness of support delivered.

**Hard skills**:

- Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
- Work from Home position, with flexibility to attend any site (must)
- Student or bachelor’s degree in business administration or Industrial Engineering is highly desirable.
- Proven knowledge of Staffing and Scheduling concepts for contact centers.
- A minimum of 1 year working as WFM Analyst is required.
- Knowledge of automated workforce management software (Aspect’s eWFM, Tracking Module, Work Time Tracker).

**Soft skills**:

- Strong planning, time management and organizational skills.
- Ability to work in a dynamically changing environment.
- Ability to communicate effectively, both verbal and in writing.

**Responsibilities**:

- Determines Revenues and Cost of operations by establishing standard incoming trends and costs, collecting operational data.
- Ensure that all Global Workforce Management personnel meet all expectations in providing long term capacity and hiring plans, pre-plans and maintains acceptable performance.
- Communicate operational and financial performance of assigned accounts back to Operations leadership and Site Management team on a recurrent basis.

**Benefits**:

- Partial Work at Home.
- Additional Days Off.
- Weekly Payment.