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 real time management groups under both centralized and decentralized models who provide strategic long term staff planning, accurate forecasting, scheduling services, and real 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 all global regions, to ensure a smooth process flow within the overall Work Force Management (WFM) structure and within the operations structure. This position focuses on strategic vision for Hirevector management and operational performance within 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 integrity Ø Responsible for managing and leading a team of WFM Managers and Senior Managers responsible for Global Resource Planning and OMD Management across all global regions. Ø Coach and develop 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 ideas on how to drive agent expense from the business. Ø Proactively meets with and gains insight 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 third party organizations such as COPC. Ø Develop and lead key support processes and procedures. Strategically develop and drive continuous process improvements of the workforce management system. Ø Ensure WFM Managers meet all expectations of creating advanced capacity 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 point 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, real time management performance and make high level decisions 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 all team members. Recognize and reward exceptional performance. Take appropriate actions when 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 perform 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 Excel preferred. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed belo