Vacancy details

JOB TITLE: Workforce Analyst

REPORTS TO: OMD Manager

1.       JOB PURPOSE:

As a Workforce analyst, you will be responsible for managing schedules, attendance, breaks, shifts’ forecasts.

2.        JOB RESPONSIBILITIES:

·       Creates and maintains 90/120/360 day forecast and capacity plan based on volume and subscriber trends.

·       Uses the forecast as a guide to modify forecasts and staffing plans.

·       Track and compare forecasted and actual center statistics.

·       Establish and oversee the planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets and to improve the accuracy of both short and long-term forecasting.

·       Produce daily, weekly, and monthly internal and external reports, accurately and timely.

·       Assist with projects and other duties as requested or assigned.

·       Experience in Aspect EWFM or Genesys or IEX.

·       Preparing required internal and external workforce reports to management such as intraday reporting, Staffing GAP analysis, Seating Capacity.

·       Redistribute break slots according to the intraday forecast pattern.

·       Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, Account Management

·       Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.

·       Monitor attendance and schedule adherence.

·       Communicate with management and operations team to ensure compliance with company standards.

3.       COMPETENCIES:

·       Ability to learn.

·       Analytical skills.

·       Problem solving.

·       Decision making.

·       Communication skills.

3. SKILLS, EXPERIENCE AND REQUIREMENTS:

·       Candidates should be qualified to University Degree level or its equivalent

·       Good level in the English language (B1)

·       Experience in the same position for at least 1 year is a must including using Aspect EWFM or Genesys or IEX

·       Advanced skills in Excel & power query and intermediate Power BI

·       Proactive approach, ability to multitask and successfully operate in a virtual team environment

·       Adaptability to change and able to adjust priorities as needed

4.SYKES SECURITY:

·       SYKES safety, security, and privacy programs

·       SYKES' business operations, facilities, and physical and intellectual property

5. SYKES ETHICS:

·       Respecting the letter and spirit of the law and other accepted standards of business conduct as reflected in SYKES's policies. 

·       The highest standards of professionalism

·       SYKES policies on ethics and integrity