Vacancy details

SYKES EGYPT is looking for a new Guru, Talented and expert in reporting individual who is highly technically skilled and also has professional intelligence accompanied by strong interpersonal skills. This person loves working data from with numerous systems and creating cohesive stories told by that data. This person is comfortable using a variety of systems and integrating the information held therein. We are looking for someone with a passion for data who can build and pull reports for our internal team as well as our clients. Beyond that, this is someone who proactively identifies new opportunities for improvement and process automation.

1.            PURPOSE OF JOB

Responsible for overall reporting, staffing & scheduling, account service level, completion of required supporting documentation for Payroll processing, Client reports, internal reports, and timelines 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 of direct reports. 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.

2.            RESPONSIBILITIES AND END RESULTS

Adheres to SYKES policies on ethics and integrity.

Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, ensure their reporting needs are satisfied, policies, procedures, & regulations of SYKES.

Creates Action Plans and Performance Improvement Plans for employees needing to improve their performance.

Must conduct performance appraisal for staff members.

Collects, reads, analyze, interprets, and summarizes data in preparation & generation of statistical and analytical reports.

Maintains collection and tracking processes for relevant data.

Designs and/or develops specific systems for collection, tracking, and reporting of data.

Delivers reports on time as requested by the client and/or management.

Oversees creation and maintenance of agent level schedules and attendance reporting.  Coordinates completion of required supporting documentation for Time & Attendance and payroll processing, including paycheck distribution.

Acts decisively to solve account specific/individual issues related to data generation/analysis /interpretation.

May perform other additional duties and responsibilities as assigned.

3.            PLANNING AND ORGANISING

Ensures that the team is sufficiently staffed through effective scheduling to provide a quality service for operations.

Ensures training and coaching for staff is organized

Plans the monitoring of staff performance

Plans regular feedback to staff of their performance via appropriate methods,

4.            DECISION MAKING

The post holder will have to make various decisions relating to the performance and conduct of staff in their team.

The post holder will have to resolve staffing issues to ensure that service levels are met or exceeded

5.            TEAM MANAGEMENT

The post holder will be directly responsible for the management of  their designated team

6.            COMMUNICATION

Internally:

Account Managers, team members and colleagues, Local IT department,  Human Resources department, Training Department

Externally:

Customers and Clients (where appropriate).

7.            EXPERIENCE, KNOWLEDGE AND SKILLS 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.

Record maintenance skills.

Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.

Excellent computer and related software skills. 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 setbacks.

Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.

Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.

Display a high level of professionalism, integrity, and maturity.

Polished and poised. Project energy, self-confidence, authority, and enthusiasm. 

8.            SECURITY COMPLIANCE

Employees are required to maintain compliance with Sykes safety, security, and privacy programs.  Responsible for being an active participant in the Sykes safety, security and privacy programs to protect Sykes' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Sykes' employees.

9.            ETHICS COMPLIANCE

Sykes is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to Sykes policies on ethics and integrity.