Operations Management Desk Αnalyst

  • SYKES CYPRUS Ltd
  • Larnaca, Cyprus
  • 11/11/2020
Full time Accounting Education - Training Executive - Management Finance Science - Research

Job Description

Reporting to the Operations Manager, the post holder will be responsible for the Operations Management Desk within SYKES Cyprus.

Main duties will include:

  • Creation and maintenance of work plans of the customer advisors as well as of the presence documentation
  • Control and monitoring of capacity, holiday and personnel deployment planning
  • Observing and live-managing the production floor and monitoring of telephony status and utilisation to ensure consistent level of performance.
  • Design, preparation and preparation of statistical and analytical reports. Collecting, reading, analysing, interpreting and compressing data.
  • Timely delivery of reports to key stakeholders
  • Support operations with the preparation of payroll calculations regarding bonus and absenteeism
  • Regular interchange with operations and relevant staff members 

Requirements:

  • University level qualification in Numeracy, Science or Engineering or equivalent that included modules covering statistical data analysis
  • Minimum three years of work experience in a similar position (e.g. BPO or service-industry background)
  • Knowledge of reporting methodology, principles and procedures including
  • Ability to gather and analyze statistical data and prepare reports
  • Experience of using data trends to forecast call arrival daily, weekly and monthly
  • Understanding of headcount calculations including shrinkage / expected utilisation levels.
  • Schedule modelling based on arrival patterns highlighting available cost saving opportunities
  • Excellent Microsoft Excel skills and experience with Erlang C methodology to produce SLA predictions
  • Ability to communicate effectively; both verbally and in writing

SYKES Cyprus is an equal opportunity employer.