Job Details
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Job Description
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.
Job Requirements
Requirements:
- Strong Communication skills
- Strong Analytical skills
- Decision making
- Team Management
- Planning and organizing