Operations Management Desk Analyst
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#SC46243 Τύπος: Πλήρης Απασχόληση
Description
Reporting to the Director of Account Operations, the post holder will be responsible for the Operations Management Desk across the EMEA region. Main duties will include:
- Guidance of Operations team within the aviation industry
- Monitoring of program utilization and control of the system
- Supervision of the 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
- Attend clients’ meetings as scheduled
- Design and preparation of statistical and analytical reports.
- Collecting, reading, analysing, interpreting, and compressing data
- Timely delivery of reports to key stakeholders
- Control and monitoring of capacity, holiday and personnel deployment planning
Requirements:
- University level qualification in Numeracy, Science or Engineering or equivalent that included modules covering statistical data analysis
- Minimum three years supervisory work 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
- Experience with Erlang C methodology to produce SLA predictions
- Excellent stake holder management skills across all business levels
- Experienced in Vendor/3rd party management
- Ability to communicate effectively; both verbally and in writing
- Good presentation skills
Please submit your application, following the link below:
https://jobs.emea.sykes.com/vacancyinformation.aspx?vguid=5ab173d8-31fb-4ff8-96a7-fd50b50029de
SYKES (Sitel) is an equal opportunities employer.