Dir Site Ops Account Management in Morristown, TN at Sykes

Date Posted: 7/28/2017

Job Snapshot

Job Description

This position is responsible for supporting the operational Account Management team to ensure SYKES meet the client’s expectations regarding performance and relationship while meeting SYKES profitability targets and maintaining a great work environment conducive to employee satisfaction.

  • Adheres to SYKES policies on ethics and integrity.
  • Ensure SYKES meets client expectations regarding business expertise, key performance indicators (KPI) and relationship dynamics.
  • Meet SYKES financial targets in annual budget and/or forecast cycles for their line of business.
  • Collaborate with Strategic Client Management in identifying, pursuing, and negotiating new business opportunities for organic growth for each account.
  • Provide Senior Account Managers (SAM) and/or Account Managers (AM) direct support and provide guidelines to the SAM/ AM’s in order to meet client expectations with respect to KPIs, business expertise and relationship mechanics while meeting SYKES financial targets.
  • Collaborate closely and support Director Site Operations Human Capital Management in the development of site and/or company-wide initiatives or objectives, as needed.
  • Collaborate on the everyday decision-making process involving client accounts.
  • Track, monitor and measure all improvement action plans arising from customer satisfaction and loyalty surveys.
  • 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.
  • Ensure compliance with operations standards and initiatives and support the implementation of such in the assigned accounts.
  • Sets standards and guidelines for interaction with customers and oversees to ensure maximum customer satisfaction.
  • Coordinate analytic, strategic and technical resources to meet expectations and ensure satisfaction.
  • Ensure compliance with regulatory agency guidelines and standards.
  • May perform other additional duties and responsibilities as assigned.

Yes (See “General Management Duties and Responsibilities” addendum)
Bachelor’s degree and 5-7 years of call center/relevant work experience with at least 3 years in leadership role and 5 years Account Management experience; or a combination of education and call center experience. Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling.

Job Requirements

  • 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.
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling.
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the operations.
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
  • Strong negotiation, interpersonal, written and oral communications skills – including reporting.
  • Required competencies: Focus on customer, results orientation, continuous improvement, relationship building and financial acumen.


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.
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. SYKES is proud to be an equal employment opportunity and affirmative action employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO/AA/M/F/Vet/Disability.
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.


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