يمكن Load More...
Is an active Business partner to her/his departments and guides and advises, on request or pro-actively, on personnel or HR related topics. • Thinks along with the Operational management and delivers effective and pragmatic HR added value in the attempt to make things easier, not more complicated. • Supports her/his department answers questions of management and employees with regard to employment procedures including; - Absence Management - Performance Management - Discipline and Grievance issues - Recruitment and Selection - Employee Legislation - Employee Relations - Human Resource Planning - Human Resource Policies and Procedures - Compensations & Benefits • Functions as gatekeeper of (legal) processes. • Takes appropriate action when procedures are not followed. • Attends weekly/monthly operations meeting with designated Operations teams and provides support on HR related issues. • Participates actively in Operational events such as MBR’s, QBR’s. • Will deliver the Induction presentation day; Sykes’ HR induction for new hires. • Is the record keeper regarding HR relevant data such as attrition, absence& sickness • Connects with other departments such as OMD to assure accuracy of HR data. • Analyses HR data tracking trends and connecting with relevant parties for action planning. • Aligns actions and output with HR colleagues, making sure the HR department functions as 1 team instead of different individuals. • Update and maintain HR Information Systems and administers official paperwork such as contracts and documents, tracking and ensuring completion and filed in the employee personnel file. • Is able to lead investigations and judges objectively. • Participates in HR projects such as GESS, Retention projects and contributes actively enhancing customer satisfaction and reducing attrition. • Controls the annual review process of employees of his/her department, sets up necessary sheets, sends the guidelines to management, keeps track of whole process and follows up with management where necessary. • Follow up absenteeism and all the HR related information
•Screen, validate and interview candidates for potential hiring •Schedule candidates for assessments and follow up as necessary • Use Recruitment Tools to maintain a complete record of interviews and new hires • Following up with candidates and updating Kallidus & other trackers where applicable •Sending required follow up emails and text messages • Supporting candidates with assessments & daily activities •Build positive candidate experiences •Overseeing and managing assessments phase •Contact past applicants for new job opportunities •Build positive candidate experience
•Support Accounts and give recruitment advice to management, supervisors and employees •Conduct Competency Based Interviews (CBIs) and final assessments for FLL positions and other Managerial positions (MLL) upon need. •Determine selection criteria with the Hiring Managers/ Recruitment Manager and identify the account profiling needs for the team, and SYKES Culture •Train and advise Hiring Managers on interviewing techniques and assessment methods •Monitor the use of Kallidus and ensure the recruitment cycle is being followed by the team •Assign SRs to different recruitment team members when needed and support with coaching on the most effective sourcing technique •Monitor and coach on the filing system •Design job descriptions after performing the needed job analysis •Ensure the team follows SYKES branding process for job posting •Attend job fairs and recruitment events •Support with identifying future hiring needs and proactively prepare sourcing plans •Ensure meeting all SLAs of open vacancies according to the defined process •Manage the performance of the team, develop and coach team members when they are carrying out their day to day duties •Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual quality hiring and selection •Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary •Conduct regular 1:1s, daily checkpoints and bi-weekly Audits •Ensure fair utilization of team’s effort & the workloads of the team, motivating them to ensure that all KPI’s are met •Communicate effectively with the team ensuring that all messages and information are being communicated consistently & ensures communication gaps and conflicts with relevant stakeholders •Ensure a high standard of code and leadership by being a role model and setting an example for others to follow •Be able to report on team’s deliverables and KPIs and hold oneself accountable on them •Be able to deliver the following reports on timely manner: Sources ROI – Source utilization – Team’s utilization, and other related recruitment reports that may be assigned •Provide individual coaching & training to team members where appropriate. •Reach targets in respect of quality •Foster a culture of continuous improvement in the team
• Provides desktop and End User Support to ensure accessibility of client tools and applications • Responsible for incident identification and resolution for level I issues. The SDA will escalate to the TL relating to desktops (PCs, Laptops) or the SDC and SSA for Level II support. The SDA will work closely with the SDC and SSA throughout all incidents • Responsible for supporting all facets of desktop administration (logins, passwords, etc.) patching (anti-virus and OS patches) at local site. • Complete Daily, Weekly and Monthly checklists accurately and in a timely manner • Responsible for adds, moves and changes of all users of the local center. • Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards • Responsible for IT asset inventory and disposal in accordance with Sykes standards • Assist and act as remote hands and eyes while troubleshooting issues with remote engineers • Act as the facilities back-up for Power Infrastructure (Generator, UPS, HVAC) • 24x7x365 availability to support end users on an as-needed basis. •Serve as the primary IT point of contact for the Site needs relative to site IT need, issues, etc.
• To manage the performance of the team, develop and coach team members when they are carrying out their normal duties. • To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience. • To deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary. • To conduct regular 1:1 daily checkpoints and weekly PEPs. • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans. • To manage the workloads of the team, motivating them to ensure that all KPI’s are met. • To communicate effectively with the team ensuring that all messages and information are being communicated consistently. • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow. • To manage client relationships where applicable. • To manage the day-to-day activities in the call center with your peers and OMD team. • To ensure that agreed service levels for the support are consistently delivered across all lines of business. • To be flexible, independent and innovative. • To communicate with Remote sites and Client - on a weekly basis. • To monitor and feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business. • To provide individual coaching & training to team members where appropriate. • Reach targets in respect of quality. • Foster a culture of continuous improvement in the account and overall operation.
• Responsible for queue management to achieve Account Service Levels • Floor-walking to accommodate Agent queries and also for the monitoring of agents availability for calls • Effectively managing outbound activity • Team Motivation - Developing teamwork and job ownership across the account • Supporting team members on account specific issues (procedural & technical) • Coaching team members towards PEP(Performance Empowerment Program) targets • Monitoring calls and providing feedback • Leasing with the Quality Monitor and the Supervisor to identify training needs •Escalating cases to Client contact • Taking calls & escalated team lead calls •Taking client escalated calls •Provide feedback on problem status to customers • Be proactive and able to collate data and act according to the Client/Customers’ needs
Manage all aspects of the training function, from training assessment to the design, development, implementation, evaluation, and continuous improvement of all training courses. •Manage training delivery across all mediums including classroom training, distance learning, and blended learning. •Manage training delivery techniques and ensure the best delivery, methods are being used. •Works closely with other internal teams on standardized delivery, process compliance, quality, and train teams to analyze TNA results, prepare solutions, implement initiatives, improve performance, and coordinate activities. Apply best practices and methodology to each phase of the training lifecycle; assessment and design, development, implementation, and evaluation (i.e. conducting a learning needs analysis, crafting skill assessments, developing organizational interventions, and facilitating training sessions) •Partner with operations to schedule training and prepare Quarterly & Annual training road maps. •Coach and mentor team members on an ongoing basis, helping them to continuously grow their technical and professional skills •Ensure adherence to all required quality standards •Ensure adherence to all required timelines •Report issues and status to Program Manager
∙ Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams. ∙ Conduct awareness sessions for call center agents ∙ Meet contract service key performance measures ∙ Maintain a close working relation with Technology Department to ensure systems stability and smooth operation ∙ Identify improvement opportunities within workflow, productivity and procedures ∙ Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions ∙ Manage the relation with WFM for an optimum utilization of resources ∙ Set key performance indicators for the team ∙ Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue) ∙ Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role ∙ Set and supervise development plans for teams & individuals ∙ Improve team productivity period over period ∙ Set team & individual targets ∙ Manage team attrition to acceptable levels ∙ Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources ∙ Maintain team technical proficiency and productivity, and provide technical training where required ∙ Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions of the departments ∙ Identify required resources and skill sets/competencies required to successfully carry out unit plans ∙ Balance and monitor the work load distribution to match with the business needs and team capabilities ∙ Promote cross training and knowledge share between the team members and prepare professional development action plan for team members ∙ Provide formal and informal performance feedback on an ongoing basis Customer Management & Support ∙ Maintain and enhance the company’s standards of customer service ∙ Use all available measures to push continuous improvement to high customer satisfaction level ∙ Map operations processes to customer satisfaction indicators ∙ Ensure operations is compliant with regulatory requirements, check periodically for updates
•Develop and execute forecasting and demand planning models • Execute real-time management processes • Maintain and run daily/weekly scheduling tasks •Gain consensus with key customer stakeholders • Measure the results of executed strategies to determine their efficacy • Drive cross-functional opportunities for adoption improvement •Deliver adoption-related insights and readouts of specific customer outcomes • Propel execution of “Success Plan” and associated customer interactions •Identify customer resource requirements and dependencies and address gaps •Collaborate and communicate with our Operations partners to ensure alignment on plans
•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
Jobzella mobile app for Android and iPhone