Reporting Analyst Supervisor

Purpose of the 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.

Responsibilities:

• 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.