Dir. Area Operations Training

Date Posted: 02/24/2020

Job Snapshot

Job Description



GENERAL PURPOSE: Responsible for planning, directing, and overseeing the management and financial profitability of up to five contact centers throughout an assigned regional call center operating the unit organization. The assigned region is determined by several factors, such as geography, clients, specific accounts, and revenue. Coordinates the day-to-day activities of assigned contact centers within the assigned region and analyzes operational practices for effectiveness and practicality. Assists in the formulation and implementation of policies and procedures to facilitate processes and clarify and correct procedural problems. Evaluates the feasibility of new or revised systems and procedures, and oversees audits to ensure compliance with established standards.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

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.

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Adheres to SYKES policies on ethics and integrity.
* Strategically plans and executes initiatives to enhance profitability, productivity, and efficiency throughout assigned region. Responsible for the profitability of assigned call centers located within assigned region.
* Analyzes operating results of assigned region relative to established objectives and ensures that appropriate steps are taken to correct unsatisfactory conditions.
* Supports Business Development initiatives, helping to ensure effective implementation of entering/exiting client account operational activities.
* Analyzes operational practices and makes recommendations to improve service levels and correct procedural problems, determines appropriate goals and progress measures, and provides ongoing feedback as necessary. Directs implementation of processes and systems that will generate higher productivity and profitability.
* Develops and directs the management of assigned call centers in assigned region to ensure customer satisfaction, improved call efficiency, low call abandonment rates, increased revenue through promotional programs, and improved employee product knowledge and training.
* Interacts regularly with peers in the other departments to ensure that the company's operations priorities are aligned with SYKES' global strategic direction. Works with leaders across the organization to understand, influence, and implement service strategies that support new products and services.
* Provides support to client leaders to obtain an understanding of service needs and problems, resulting in the implementation of systematic changes to improve service, based on feedback.
* Participates in vendor negotiations as necessary to ensure operational capabilities, product relevance, and cost efficiency.
* Continually plans for rapid growth, effectively managing costs and keeping all changes transparent to the customer

Desired qualifications, skills and experience

* Bachelor's Degree in Business Administration or other relevant field required or an equivalent combination of education, training, and experience required. Master's Degree preferred
* 5 to 7 years' experience directing the operation of multiple call centers with multiple clients. OR - Previous experience successfully managing call centers in alignment with business goals'
* Significant experience in building, examining, and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
* Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
* Strong business sense to establish structure and vision for measuring success of call center environment.
* Experience building and developing high performing teams.

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