Workforce Supervisor

About Us

Job Summary

Learn, Lead & Grow with the Sitel Barkada, we are looking for a Workforce Supervisor to join our growing family.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for overall reporting, staffing & scheduling, Real time productivity management, account service level, completion of required supporting documentation for Client reports, internal reports, and timeliness of support delivered.
• Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development.
• Manage and lead the Workforce Department and call center through the daily workforce management and scheduling systems.
• Assist departments, clients, and team leaders with providing results/ communication and technical leadership to Operations Team in order to ensure efficient and effective driven APAC result.
• Compiles data and analyzes past and current trends.
• Attend meetings and conference calls.
• Must conduct performance appraisal for staff members.
• Respond to emails in a timely fashion.
• Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
• Maintain collection and tracking processes for relevant data.
• Maintain appropriate records of contacts and results on a daily basis.
• Design and/or develop specific systems for collection, tracking, and reporting of data.
• Provide a variety of reports to Operations
• Interact/co-ordinate with management in an organized manner resulting in effective data collection and analysis
• Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
• Deliver reports on time as requested by the client and/or management.
• Acts decisively to solve account specific/individual issues related to data generation/analysis /interpretation.
• Defines and manages achievement of client performance objectives. Keeps all commitments made to SYKES and the client.
• Audits and checks accuracy of weekly reports

Qualifications:

• University degree or the equivalent
• At least 6 months experience in an OMDA role
• Ability to communicate effectively, both verbal and in writing.
• Ability to gather and analyze statistical data and generate reports.
• Knowledge of reporting methodology, principles and procedures.
• Ability to prepare reports and presentations.
• Record maintenance skills.
• Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.
• Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications.
• Experience and proven ability to generate and analyze performance data of the account(s).
• Ability to prepare and present reports accurately and well within the time frame specified.
• Strong planning, time management and organizational skills.
• Recover quickly from set backs.
• Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
• Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
• Display a high level of professionalism, integrity, and maturity.
• Polished and poised. Project energy, self-confidence, authority, and enthusiasm.

Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status or disability status.

Primary Job Responsibilities

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications