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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Mgr Global Implementation Processes

Date Posted: 05/25/2020

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Job Description



This position is responsible for analyzing the sales support cycle and implementation workflow and identifying, developing and facilitating process improvement activities. Designs and deploys best practices and standardized processes within the sales organization and builds and delivers supporting documentation/training materials. Additionally, manages assigned sales projects from the point of bidding through implementation of new projects and new accounts.

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.



Process Improvement

* Works with the Sr. Manager, Process and Project Management to design, execute and implement process changes designed to optimize, streamline and proceduralize the sales motion.


* Studies the sales motion to identify current gaps and designs processes to close those gaps through effective project management.


* Aids in the design and execution of processes for RFIs, RFPs and all sales related activities.


* Recognizes need for new processes and works collaboratively across the organization to see the process from vision to execution.


* Helps the sales organization adopt an efficient and effective sales cycle with process, documentation and clarity at each step.


* Creates documentation for team policies, procedures and guidelines.


* Conducts training, when needed, to new team members.


* Mentors junior project managers.



Implementation

* Manages multiple projects simultaneously.


* Implements projects based on SYKES' implementation methodology.


* Prepares plans for proposals/RFPs for existing and potential clients.


* Implements new client accounts and other assigned projects.


* Ensures that assigned projects are delivered on time, with quality and within budget.


* Responsible for the initial stages of the project through transition to Operations.


* Works closely with client to understand their needs and operational requirements.


* Coordinates the development of Training & QA documentation.


* Coordinates the implementation of all reporting and invoicing requirements.


* Interacts with different functional groups to plan activities.


* Identifies resources required for the project to ensure successful implementation.


* Coordinates activities between the different functional groups to ensure deliverables are met.


* Escalates issues that may potentially impact delivery of the project.


* Ensures that all support systems are in place before production: HR requirements, training processes, forecasting methods, invoicing, QA monitoring process and documentation of support processes.


* Manages client relationship by setting expectations, providing regular updates on progress of projects.


* Designs ramp plans to ensure a successful implementation both from a client and SYKES perspective.


* May perform other additional duties and responsibilities as assigned.



SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities.

EDUCATION and/or EXPERIENCE:

Bachelor's degree in Business, Engineering, or Project Management required; master's degree preferred. Six (6) plus years' experience required, with at least one (1) year experience in call center operations; or equivalent combination of education and experience required. Project management experience in a call center environment, manufacturing or high-tech industry preferred. Experience in conducting business process analysis and improvement preferred.

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.

* Superior problem solving skills.


* Excellent judgment/decision-making ability.


* Excellent organizational skills.


* Proven leadership/influencing skills.


* Outstanding customer service skills.


* Excellent communications skills, both written and verbal.


* Demonstrated ability to handle multiple projects simultaneously.


* Demonstrated willingness to jump in and be an active participant in crafting deliverables.



Desired qualifications, skills and experience

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.

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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