Mgr General Markets Account Management LV in Las Vegas, NV at Sykes

Date Posted: 4/3/2018

Job Snapshot

Job Description


This position is responsible for meeting overall operational andfinancial goals and for the growth of existing programs throughconsistent delivery of operational performance excellence. This includes providing input to client and internal interactions related tostrategic planning, service delivery, profitability and providingaccount direction to support achievement of short, medium and long-term objectives

ESSENTIAL DUTIES AND RESPONSIBILITIES: Adherence to SYKES policies on ethics and integrity

STRATEGIC PLANNING: Participates in the annual strategic planning processes andexecutes initiatives to enhance profitability, productivity andefficiency throughout contact center operations. Interacts regularly with internal SYKES resources to ensure thatthe company's operations priorities are aligned with SYKES global strategic direction. Keeps abreast of market tendencies for its current and potentialclients, seeking opportunities to improve delivery capacities andprofitable operation.

PERFORMANCE MANAGEMENT: Ensures operational alignment to deliver overall gross profit andrevenue targets, while meeting customer service levels and customersatisfaction objectives, of all call centers located within the area of responsibility. Analyzes operating practices and results relative to establishedobjectives, makes recommendations to improve service levels or correctprocedural problems and ensures that appropriate steps are taken in atimely manner to correct unsatisfactory conditions. Determines appropriate goals and progress measures, providingongoing feedback as necessary. Ensures implementation of processes andsystems that will generate higher productivity and profitability. Provides direction to the management of the contact centers toensure customer satisfaction, improved call efficiency, low callabandonment rates, increased revenue through promotional programs andimproved employee product knowledge and training. Monitors and reports performance metrics and client satisfactionto the client, the company and our employees. Provides input into new employee selection, training processes,performance reviews and employee retention efforts at the Team Leaderlevel. Ensure timely release of client invoices and receipt of payments.Manage all outstanding receivables to less than 90 days and escalateissues on a timely basis.

OPPORTUNITY MANAGEMENT: Participates in Business Development initiatives, helping toensure effective implementation of entering/exiting client accountoperational activities. Proactively ascertains potential future business growth/declineand related resource needs through analysis of statistical/historicaltrends, client communication, and industry awareness.

CLIENT MANAGEMENT: Provides support, as needed, to vendor negotiation processes toensure operational capabilities, product relevance and cost efficiency. Assures that contract requirements including service levels, talktimes, escalations, and quality sat scores, etc. are routinely conveyedand understood by team members. Continually plans for rapid growth, effectively managing costsand keeping all changes transparent to the client. Provides support to client leaders to obtain an understanding ofservice needs and problems resulting in the implementation of systematicchanges to improve service based on feedback. Accountable for the information conveyed to clients (i.e.,performance reporting, billing, systems, staffing, product developmentand complaints) and for distribution to internal management and staff. Assist in timely preparation of client QBR's, as well as,internal Account QBR's

CONTINUOUS IMPROVEMENT: Supports the development and deployment of continuous improvementprocesses that drive focused and measureable improvements.

SUPERVISORY RESPONSIBILITIES None Yes (See General Management Duties and Responsibilities addendum)


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