This position is responsible for the provision of an efficient and effective support service to account operations in accordance with the principles of performance management and ensures that required standards of accuracy and quality set by the client are achieved and maintained.
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.
At least one year experience in a customer-facing role.
Associate Degree in related field preferred. Two plus years managing in a corporate environment; quality management experience preferred. Call Center Operations experience a plus. Expertise in data analysis reporting.
Experience in providing effective, constructive, and reinforcing feedback.
Provide direct or indirect communication to the clients represented in the site.
Ability to work through difficult situations with professionalism and diplomacy.
Demonstrated ability in team building.
High level of energy and ability to function in a fast-paced environment.
Excellent organization, project management, presentation, and interpersonal skills.
Extensive experience with Microsoft Word, Excel and PowerPoint.
Exceptional written and oral communication skills.
Proven ability to coach effectively.
Exceptional listening and analytical skills.
Proven ability to identify and solve problems.
Ability to work well under pressure, set priorities, and make well-considered decisions.
Enthusiastic and has motivational skills.
Can interface effectively and professionally with all levels of management, both internally and externally. Participate as requested in Quarterly Business Reviews, client visits, new account and/or new product implementations.
Has strong customer service orientation.
Ability to effectively present information and respond to questions from managers and clients.
Ability to give, receive, and analyze information, prepare written materials and articulate goals and action plans. Must be able to effectively provide leadership in committees or teams and successfully run and negotiate staff meetings. Must understand people of all walks of life and be able to communicate effectively with them.
Willing to work flexible hours.
Ability to travel as needed.
Adheres to SYKES policies on ethics and integrity.
Evaluates and conducts interim and annual performance reviews for Quality Team.
Identifies and implements improvements in order to enhance productivity and improve quality results.
Ensures effective implementation and maintenance of a corrective action program and training opportunities. Facilitate information between training and operations. Follow trending, identify gaps and provide information to the training department for training opportunities.
Develops, encourages, and contributes towards positive customer experience.
Identify areas of training and provide data and feedback to the training department.
Assists in the promotion of quality culture within the organization.
Provides leadership and direction to Team Managers and (Sr.) Account Manager to streamline, integrate, and improve the internal monitoring process.
Establishes common work processes, standards, and tools, and coordinates quality assurance activities across teams to meet business and customer needs.
Monitors overall progress of quality assurance per program.
Serves as the central point of contact for QA needs across the Account/ Team to ensure client's expectations are met.
Operates to an agreed schedule to meet and, where possible, exceed agreed Quality Monitoring service levels.
Works within a team environment to ensure calls are monitored effectively and accurately to pre-determined criteria.
Actively schedules, drives, and participates in monitoring calibration.
Responsible for all Quality Monitoring Reports.
Promotes quality achievement and performance improvement across the team.
Identify non compliance with client standards and policies, provides data to appropriate departments to ensure compliance. Identifies relevant quality-related training needs and communicates these to the training department and Team Managers.
Works with the training department to identify improvements, training opportunities, and necessary refresher programs.
Monitors account performance through gathering relevant data and producing statistical reports.
Attends client calls to present metrics, and compiles and presents action plans to drive improvements.
May perform other additional duties and responsibilities as assigned.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...