Site Director in Kingstree, SC at SYKES JOBS

Date Posted: 12/7/2019

Job Snapshot

Job Description

GENERAL PURPOSE:Directs the delivery of support services to a Strategic Account.Manages HR Support, Systems Support, Telecommunications Support,Facilities Management, Quality Monitoring and serves as an escalationpoint for HR issues. Manages all aspects of Human Resourceadministration including, benefit administration, recruiting, attendancemanagement, conflict resolution/union avoidance, HR policies andprocedures and employee development programs.ESSENTIAL DUTIES AND RESPONSIBILITIES:? Provide tactical and strategic planning to insure theinfrastructure required to support the Strategic Account(s) is in place.? Support Center?s compliance with state/federal employment laws,corporate HR policies and the support center?s personnel policies,procedures and guidelines.? Design and implement programs to ensure the effectiverecruitment, hiring, development, and retention of all Customer Carepersonnel.? Manage to an expense and capital budget? Create a team atmosphere in the Center? Ensure timely and accurate communications of company initiatives,goals and objectives? Develop and Maintain the Sykes Enterprises image in thecommunity.Site Management? Directly accountable for providing and managing theinfrastructure required effectively and efficiently deliver service to aStrategic Account. Includes: Provide HR functions (Recruiting,testing, hiring, benefits, payroll, etc.), Systems support (PCs,servers, etc.), telecommunications support(Network, 800 lines, localservice, etc.), Building Support (Maintenance, electricity, heat, airconditioning, cleaning services, etc.), Agent scheduling, G&A budgetmanagement, quality monitoring and HR escalations.? Oversees strategy and technology implementation to achievecontinuous improvement in the efficiency and accuracy of our services? Develop site forecasts? Assures that contract requirements including service levels, talktimes, escalations, quality sat scores, etc. are routinely conveyed andunderstood by team members.? Assures that contract compliance, documentation and informationis up to date and files are maintained.? Responsible for the supervision of new employee selection,selection process, and employee retention efforts. Personally makes allnew direct report selections and performance evaluations. Reviews andapproves all disciplinary actions and terminations for all employees inthe Center. Serves as the escalation point for HR issues not resolvedat a lower level in the organization (including escalations from Agents,Team Managers, Account Managers, etc. that work for the StrategicAccount.Account Management? Manage support services including planning, development,implementation, and maintenance for the account? Develop and maintain client rapport and complete satisfactionwith contract and customer services? Achieves assigned Gross Profit and Revenue Targets while meetingcustomer service level and customer satisfaction objectives? Provides the lead role in client communications in matters ofsupport performance reporting, billing, systems, staffing, productdevelopment, and complaints? Accountable for the information conveyed to clients andresponsible for distribution to internal management, Sales, and staff ofkey information received. ? Support client goals by improving the quality & efficiency ofconsumer relations services, update & integrate global technologyplatforms and optimize & better integrate fulfillment activities.SUPERVISORY RESPONSIBILITIES None Yes (see ?General Management Duties andResponsibilities? description)QUALIFICATIONSTo perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.? Strong and effective verbal and written communication skills? Must be able to deal with confidential/sensitive topicsappropriately? Team player and leader? Successfully manage multiple projects simultaneously? Excellent interpersonal, organizational, mediation andnegotiation skillsEDUCATION and/or EXPERIENCE:Bachelor's degree preferred. 5 years of relevant work experiencerequired.COMMUNICATION SKILLS:Ability to read, analyze, and interpret general business periodicals,professional journals, corporate procedures/regulations. Ability towrite reports, business correspondence, and procedure manuals. Abilityto effectively present information and respond to questions from groupsof managers, clients, customers, and the general public.REASONING ABILITY:Ability to solve practical problems and deal with a variety of concretevariables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written,oral, diagram, or schedule form.PHYSICAL DEMANDS:The physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to speak and/or listen. The employee frequently is required tosit. The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employeemay occasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, and ability toadjust focus.SECURITY COMPLIANCE:Employees are required to maintain compliance with SYKES safety,security, and privacy programs. Additionally, all employees world-wideare responsible for being an active participant in the SYKES safety,security and privacy programs to protect SYKES' business operations,facilities, and physical and intellectual property and to ensure a safeand secure working environment for all SYKES' employees.ETHICS COMPLIANCE:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. Employees are encouraged to observe the highest standards ofprofessionalism at all times, and are expected to adhere to the SYKESStandards of Conduct for Compliance and Integrity ( preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position. To perform this job successfully, anindividual must be able to perform each essential duty satisfactorily.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.Job Title: Dir Site Operations Job Code: 10051 Job Family: OperationsLast Updated: 06/30/2011 SUMMARY:This position directs the delivery of support services to a StrategicAccount. ESSENTIAL DUTIES AND RESPONSIBILITIES? Adherence to SYKES policies on ethics and integrity.? Provide tactical and strategic planning to insure theinfrastructure required to support the Strategic Account(s) is in place.? Support Center?s compliance with state/federal employment l


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