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Operations Management Desk Analyst

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Type: Full time


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


  • 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:

SYKES (Sitel) is an equal opportunities employer.




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