GENERAL PURPOSE Ensures 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 Seinor 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 SUPERVISORY RESPONSIBILITIES Yes (see 'General Management Duties and Responsibilities' description) EDUCATION and/or EXPERIENCE Associates and/or Bachelors degree preferred. 1-2 years professional level experience; or 5+ years professional level related experience; or an equivalent combination of education and professional level related experience required. Job Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Ability to communicate effectively, both verbal and in writing Ability to gather and analyze statistical data and generate reports Knowledge of reporting methodology, principles and procedures Ability to prepare reports and presentations Record maintenance skills Ability to design/generate and implement systems necessary to collect, maintain, and analyze data Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications Experience and proven ability to generate and analyze performance data of the account(s) Ability to prepare and present reports accurately and well within the time frame specified Strong planning, time management and organizational skills Knowledge of and experience with using automated Workforce Management software, which includes eWFM and Verint Impact 360 at a minimum Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same Display a high level of professionalism, integrity, and maturity Polished and poised. Project energy, self-confidence, authority, and enthusiasm COMMUNICATION SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an equal opportunity employer. DISCLAIMER The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.