This position plans, coordinates and directs the support service delivery on client accounts and takes the lead role in client interaction ensuring client satisfaction and providing account direction.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong and effective verbal and written communication skills
Must be a team player and leader
Strong decision making skills
Successfully manage multiple processes /projects simultaneously
Excellent interpersonal and organizational skills
Flexible to the needs of the business and clients
Ability to effectively coach and develop direct reports and team.
Build relationships with client and internal teams (CS, Finance, IT)
Demonstrate professionalism in all situations
Ability to review, analyze, interpret reports and performance statistics
Travel may be required
EDUCATION and/or EXPERIENCE
Bachelor’s Degree preferred, with 1-2 years experience in call center management or an equivalent combination of education and experience.
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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
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.
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.
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.
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).
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.
Adherence to SYKES policies on ethics and integrity
Manage defined support services including planning, development, implementation and maintenance for one or more accounts.
Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well being of the needs of the account.
Meet or exceed account objectives for revenue and gross profit.
Deliver expected quality scores and results as demanded by the client.
Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.
Work closely with the site Training Manager to insure agent training curriculum for both new hires and ongoing training are accurate and up to date.
Create an environment which is safe, allows for growth, and provides a fun atmosphere.
Facilitate effective and appropriate communication between the account management team and the support services staff within the call center.
Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback.
Assume the lead role in client communication with operational matters on the account.
Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.
Understand the contract and bonus/penalty pieces within their control.
Develop, grow and maintain employee experience, capability, morale, and job satisfaction.
Maintain a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities.
Supervise new employees and participates in the selection process.
Communicate regularly with upper management regarding the account’s performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans.
Deliver results of the account and team through Business Reviews and team meetings as necessary to the client, site management and executive team.
Define measurement systems to accurately monitor and report performance and client satisfaction metrics to the client, the company and the employees.
Assure that contract documentation and information is up to date and files are maintained.
Provide accurate, timely and professionally written or verbal, statistical reports to management for historical, current status and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).