Dir Site Operations - Fort Smith, AR in Fort Smith, AR at Sykes

Date Posted: 5/8/2018

Job Snapshot

Job Description



SYKES Dir Site Operations- Fort Smith, AR -

This position is responsible for driving operational excellence with core emphasis on talent acquisition, leadership development and deployment, agent coaching, readiness and retention, quality management, local community matters, workforce forecasting and scheduling. Performance metrics include sustained growth rate, employee engagement, absenteeism, staffing utilization, turnover, and site MOI financial performance. A commitment to excellence is demonstrated through continuous employee development programs enhancing employee engagement, service, knowledge, skills, and morale.


This position’s success is measured by their ability to provide high quality services while improving performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. This position is continually engaged in leading and inspiring their team in developing, utilizing and documenting best practices in the performance of all duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

> Adheres to SYKES policies on ethics and integrity.

> Ensure SYKES meets client expectations regarding business expertise, key performance indicators (KPI) and relationship dynamics.

> Track the status of the state of the business by maintaining close relationship with the client’s primary contact as well as their escalation point.

> Track, monitor and measure all improvement action plans arising from customer satisfaction and loyalty surveys.

> Meet SYKES financial targets in annual budget and/or forecast cycles for their line of business.

> Responsible for development and management of financials to attain business goals with operational stability and meeting site MOI goals.

> Deliver results against a defined scope of work that includes measurable ROI, human capital development, strategic innovation and performance reporting.

> Develop and maintain effective organization of responsibility, including efficient talent acquisition, agent readiness development and training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

> Provide strong, dynamic leadership that mentors, develops, and guides support team members to effectively coach the value of every call for maximum net reservation revenue to clients.

> Responsible for providing and managing the Site infrastructure required effectively (includes Facilities Support, Systems support - PCs, servers, etc.)

> Commitment to excellence is demonstrated through continuous employee development programs enhancing employee engagement and morale.

> Manage and expand peer relationships across functions and fully engage in the integrated network.

> Coordinates and organizes efforts to represent SYKES favorably in the community. Plans programs that promote good will and fosters relationships with community leaders.

> Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding performance.

> Ensure compliance with operations standards and initiatives and support the implementation of such in the assigned accounts.

> May perform other additional duties and responsibilities as assigned.