Site Director in Bloomsburg, PA at Sykes

Date Posted: 11/29/2017

Job Snapshot

Job Description

Overview

This position is responsible for directing the delivery of contact center services to meet the client’s expectations regarding performance and relationship while meeting SYKES profitability targets and maintaining a great work environment conducive to employee satisfaction.
 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 for site operational performance and partnering with Strategic Account team for global client communication and strengthening the relationship
  • Develop, 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 profitability 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.
  • Responsible for providing and managing Site infrastructure and working with internal support partners (includes Facilities Support, Systems support - PCs, servers, etc.) to meet SYKES business goals and client contractual agreements
  • Commitment to excellence is demonstrated through continuous employee development programs enhancing employee engagement and morale which results in quality operation with high employee retention.
  • Manage and expand peer relationships across functional areas 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.
  • Ensure compliance with operations standards and initiatives and support the implementation of such in the assigned accounts.
  • Promotor and Champion of SYKES brand with the ability to balance SYKES Brand initiatives in their site with the brand initiatives of our clients.
  • May perform other additional duties and responsibilities as assigned.

 

SUPERVISORY RESPONSIBILITIES:

 

Yes (See “General Management Duties and Responsibilities” addendum)

 



 

EDUCATION and/or EXPERIENCE:

Bachelor’s degree and 7 years of contact center/ relevant work experience with 5 years in leadership role and 2 years of Contact Center Management experience; or a combination of education and contact center experience.  
 

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.

  • Exceptional ability to develop and manage results-oriented human capital programs.
  • 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 contact center operations.
  • Excellent networking skills to develop and build strong relationships with vendors, contributors and ability to effectively engage with community leaders to build a positive brand image and employee engagement.
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
  • Strong interpersonal, written and oral communications skills.

 

PHYSICAL DEMANDS:

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 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.

 

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:

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 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.

 

DISCLAIMER:

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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