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Reference Number:
NTSOMDSC
Job Description:
Sykes Enterprises, Incorporated is looking for an OMD Manager to fill a permanent position in Greenwood, SC.
GENERAL PURPOSE:
Responsible for overall reporting, staffing & scheduling, Real time productivity management, account service level, completion of required supporting documentation for Payroll processing, 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. 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. May communicate directly with clients and senior management on reporting and staffing. Maintains composure in critical situations and communicates well with both internal and external clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Plays a lead role in the support team.
- Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations.
- Works closely with management to ensure their reporting needs are satisfied
- Compiles data and analyzes past and current trends.
- Create Action Plans and Performance Improvement Plans for employees needing to improve their performance.
- Conduct weekly Pep sessions.
- 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, Administration, and HR department.
- 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.
- 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.
- Defines and manages achievement of client performance objectives. Keeps all commitments made to SYKES and the client.
- May perform other additional duties and responsibilities as assigned.
No 3rd Party Vendors. Please send resumes to gloria.rutulante@sykes.com
SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa.
For more information about SYKES Enterprises, Inc. click to: www.sykes.com
Experience Level:
3 Years
Requirements:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- 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.
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