Mgr Account Operations - Greenwood!

Sykes

SUMMARY 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. ESSENTIAL DUTIES AND RESPONSIBILITIES •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.). •May perform other additional duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES None Yes (See "General Management Duties and Responsibilities" addendum) Directly supervises team managers. Also may supervise trainers, product knowledge information managers or other indirect positions that may or may not be considered management. 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. QUALIFICATIONS •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 Apply Today! www.sykes.com