Sr Mgr Account Operations in Morristown, TN at Sykes

Date Posted: 5/11/2017

Job Snapshot

Job Description

This position plans, coordinates and directs the support service delivery on one or multiple client account(s) globally assuming the lead role in client interaction by ensuring client satisfaction and providing account direction. ESSENTIAL DUTIES AND RESPONSIBILITIES: Ø Adherence to SYKES policies on ethics and integrity Ø Manage defined support services including planning, development, implementation and maintenance for the accounts through management of the account to the Team Manager level across all sites supporting the account. Includes virtual management of Client Services Managers assigned to the account in all sites supporting the account. Ø Manage account key performance measures ensuring necessary leading and lagging indicators are in place. Ø Manage customer line(s) of business across multiple sites and geographies. Ø Work with site managers to establish succession plans in centers where account is located. Ø Meet or exceed account objectives for revenue and gross profit. Ø Develop and maintain client rapport and complete satisfaction with contract and customer service. Ø Interrelate with training departments to ensure that training content is appropriate for the account to include after-training behaviors and areas of skills and knowledge. Ø Develop, grow and maintain employee experience, capability, morale and job satisfaction. Ø Define measurement systems to monitor and report performance metrics and client satisfaction to the client, the company and our employees. Ø Assume the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development and complaints. Ø Provide accurate, timely and professional written, statistical and verbal reports to management for historical, current status and forecasting purposes (including but not limited to: budgets, pricing, revenue, staffing, training, seating, etc.). Ø Proactively ascertain potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication and industry awareness. Ø Responsible for the supervision of new employee selection, selection process, performance reviews and employee retention efforts at the Team Manager level. Ø May perform other additional duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES Management of Client Service Managers and possibly, Team Managers

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ø Strong and effective verbal and written communication skills Ø Must be a team player and leader Ø Successfully manage multiple projects simultaneously Ø Excellent interpersonal and organizational skills Ø Ability to review, analyze, interpret reports and performance statistics Ø Travel may be required EDUCATION and/or EXPERIENCE Bachelor’s degree or 7-10 years of similar work experience. COMMUNICATION SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. ANALYTICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and volume. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables 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 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. SECURITY COMPLIANCE: Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are 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 safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE: 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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com).

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs