Call Center Workforce Manager - (US-KY-Bardstown - 40004)

Compensation: $33K - $40K / Year
Minimum Education: High School
Job Type: Full Time
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Job Description
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. Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development. Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. May communicate directly with clients and Sykes senior management on reporting and staffing. Maintains composure in critical situations and communicates well with both internal and external clients. Plays a lead role in the support team. Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations. Works closely with management to ensure their reporting needs are satisfied Compiles data and analyzes past and current trends. Create Action Plans and Performance Improvement Plans for employees needing to improve their performance. Conduct weekly Pep sessions. Attend meetings and conference calls. Must conduct performance appraisal for staff members. Respond to emails in a timely fashion. Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports. Maintain collection and tracking processes for relevant data
Required Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Ability to communicate effectively, both verbal and in writing. Ability to gather and analyze statistical data and generate reports. Knowledge of reporting methodology, principles and procedures. Ability to prepare reports and presentations. Record maintenance skills. Ability to design/generate and implement systems necessary to collect, maintain, and analyze data. Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications. Experience and proven ability to generate and analyze performance data of the account(s). Ability to prepare and present reports accurately and well within the time frame specified. Strong planning, time management and organizational skills. Recover quickly from set backs. Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches