Mgr OMD Area Operations Fort Smith, AR
This position is responsible for ensuring the OMD team provides overall intraday management, staffing, scheduling of intraday events, real time management, account Key Performance Indicators (KPIs), 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. Communicates directly with Clients and Sykes senior management. Supports the overall objectives of the OMD Senior Manager / OMD Director functional teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
> Adheres to SYKES policies on ethics and integrity.
> Hires, develops and leads the overall OMD efforts for their site
> Plays a supportive role in managing financial performance within their center. Works closely with their OMD Manager as well as Directors and Vice Presidents to accomplish financial objectives
> Responsible for the Intraday Management of all Lines of Business under the OMD umbrella
> Develops Tactical focus by managing their team to be efficient and effective
> Audits OMD to ensure consistency and accuracy
> Supports SOE Activities for Operations to include Pre-Planning of Off Production activities
> Adheres to the Sykes WFM Standards
> Maintains operational relationships with Telephony, IT, Operations, GRP, and other groups as needed
> Helps implement new WFM modules, upgrades and enhancements
> Provides to their OMD Manager cost benefit analysis and provides recommendations to management regarding process, policies and procedures. Subsequent implementation of said processes, policies and procedures.
> Develops and maintains business processes and documents which support policies and procedures
> Assists in developing accurate project plans to ensure smooth implementations
> Proactively communicates to all departments and manages their team to do the same
> Develops and maintains Service Level Agreements with both internal and external customers
> Coaches and develops OMD personnel to drive accountability and responsibility within their team
> Understands and analyzes complex information to guide decision making
> Responds creatively to work challenges and proactively makes recommendations
> Learns and challenges the WFM tool in order to effectively and strategically drive KPIs
> Able to work independently with efficient time management skills
> Ability to adapt to changing priorities, meet deadlines and work well under pressure
> Ability to be able to transfer learned knowledge to others within the team
> Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
> Works closely with management to ensure their reporting needs are satisfied
> Creates Action Plans and Performance Improvement Plans for employees as appropriate
> Conducts weekly PEP sessions as well as Performance Appraisals with their team members
> May perform other additional duties and responsibilities as assigned.