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Job Description
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.
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
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
Job Requirements
EDUCATION and EXPERIENCE
- Graduate
- Fluency in English
- Call center experience
- Reporting or WFM experience
- Advanced knowledge of Microsoft Excel
- Good Knowledge of SQL and Power BI is a plus