1. PURPOSE OF JOB
To ensure that the SYKES operation in Cairo & Edinburgh has their performance visibility though out delivering overall Sites - accounts and individual performance reported on Daily-Weekly-monthly manners on agreed time and with high level of accuracy.
2. KEY RESPONSIBILITIES
- Perform accurate & Timely Reports
- Execute work instructions and processes as documented
- Participates in delivering the OMD objectives, daily, weekly, monthly & annually
- Participate in audits of OMD to ensure consistency and accuracy
- Proactively communicates with the OMD Supervisor/Manager concerning deliverables
- Adheres to the SYKES WFM Standards
- Meets OMD Service Level Agreements for both internal and external customers
- Responds creatively to work challenges and proactively makes recommendations
- May perform other additional duties and responsibilities as assigned
3. CORE COMPETENCIES
Execution
- Demonstrates initiative, works to achieve results, meets or exceeds goals, acts on opportunities to create value
Communication
- Create and maintain effective working relationships with all stakeholders , clients and team members
- Promote a positive and professional image of the department.
Planning
- Manage time and workload in order to meet deadlines and service levels.
Customer Focus
- Identifies opportunities that will benefit the customer and works in partnership with the customer to drive the business forward.
4. EDUCATION and EXPERIENCE
- Fluency in the English language
- Call centre experience
- Reporting or WFM experience is a plus
5. 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.
6. 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.