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Workforce Planning Analyst II

Workforce Planning Analyst II

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Sykes Enterprises, Incorporated Job Description Job Title: Workforce Planning Analyst II Job Code: 10685 Job Family: Operations Date Updated: August 22, 2014 GENERAL PURPOSE This position is responsible for developing client ramp up plans and forecasts, working with the client and client services/operations teams, assisting in the development of the rest of the WFM team and back up for Workforce Planning Leadership. Exhibits full knowledge and usage of Sykes’ workforce management tools and processes to provide the most successful solutions for resource planning and scheduling. ESSENTIAL DUTIES AND RESPONSIBILITIES Ø Adheres to SYKES policies on ethics and integrity. Ø Through effective leadership, coach and assist in the development of the WFM team and provide management backup, as required, in the absence of the Workforce Planning Leader. Ø Acts as level 2 escalation point of for WF Planning. Ø Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Business Development and Sales and Marketing Team. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and