Site Director

Date Posted: 02/19/2020

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.

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:

* Provide tactical and strategic planning to ensure the infrastructure 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 the community. Site Management
* Directly accountable for providing and managing the infrastructure required effectively and efficiently deliver service to strategic Account. Includes: Provide HR functions (Recruiting,testing, hiring, benefits, payroll, etc.), Systems support (PCs,servers, etc.), telecommunications support(Network, 800 lines, local service, etc.), Building Support (Maintenance, electricity, heat, air conditioning, cleaning services, etc.), Agent scheduling, G&A budget management, quality monitoring and HR escalations.
* Oversees strategy and technology implementation to achieve continuous improvement in the efficiency and accuracy of our services? Develop site forecasts
* Assures that contract requirement including service levels, talk times, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
* Assures that contract compliance, documentation and information are up to date and files are maintained.
* Responsible for the supervision of new employee selection, selection process, and employee retention efforts. Personally makes all new direct report selections and performance evaluations.
* Reviews and approves all disciplinary actions and terminations for all employees in the Center. Serves as the escalation point for HR issues not resolved at a lower level in the organization (including escalations from Agents, Team Managers, Account Managers, etc. that work for the strategic account.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.n)

Desired qualifications, skills and experience

QUALIFICATIONS

* 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.
* Strong and effective verbal and written communication skills
* Must be able to deal with confidential/sensitive topics appropriately
* Team player and leader
* Successfully manage multiple projects simultaneously
* Excellent interpersonal, organizational, mediation and negotiation skills
* EDUCATION and/or EXPERIENCE:
* Bachelor's degree preferred. 5 years of relevant work experience required.
* COMMUNICATION SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/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.

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