Vacancy details

Reporting to the Director of Account Operations, the post holder will be responsible for the Operations Management Desk across the EMEA region. Main duties will include:

• Guidance of Operations team within the aviation industry
• Monitoring of program utilization and control of the system
• Supervision of the creation and maintenance of work plans of the customer advisors as well as of the presence documentation
• Control and monitoring of capacity, holiday, and personnel deployment planning
• Attend clients’ meetings as scheduled
• Design and preparation of statistical and analytical reports.
• Collecting, reading, analysing, interpreting, and compressing data
• Timely delivery of reports to key stakeholders
• Control and monitoring of capacity, holiday and personnel deployment planning

Requirements: 

• University level qualification in Numeracy, Science or Engineering or equivalent that included modules covering statistical data analysis
• Minimum three years supervisory work in a similar position (e.g. BPO or service-industry background)
• Knowledge of reporting methodology, principles and procedures including
• Ability to gather and analyze statistical data and prepare reports
• Experience of using data trends to forecast call arrival daily, weekly and monthly
• Understanding of headcount calculations including shrinkage / expected utilisation levels
• Schedule modelling based on arrival patterns highlighting available cost saving opportunities
• Experience with Erlang C methodology to produce SLA predictions
• Excellent stake holder management skills across all business levels
• Experienced in Vendor/3rd party management
• Ability to communicate effectively; both verbally and in writing
• Good presentation skills

SYKES (Sitel) is an equal opportunities employer.