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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.

Account Manager

Date Posted: 11/19/2020

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Job Description



Sykes is seeking an Account Manager to work with a national insurance company. This role will help coordinate and direct the support service delivery on client accounts. This position takes the lead role in client interaction ensuring client satisfaction and providing account direction. Specific expense, revenue, and profit goals are established. The Account Manager is measured by the wellbeing of her/his account specific financials, client satisfaction, and employee development and retention.

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

EOE / Veteran / Disabled

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
* Meet or exceed account objectives for revenue and gross profit? Facilitate effective and appropriate communications between the account management team and support services staff within the call center
* Develop and maintain client rapport and ensure client satisfaction as measured by end-user satisfaction, client surveys, another client feedback
* Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
* Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
* Maintain a high level of understanding with regard to the client and their industry to assist sales staff in identifying new business opportunities
* Communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements
* Define measurement systems to accurately monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
* Assures that contract documentation and information is up to date and files are maintained
* Provides 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.).

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE

* Bachelor's Degree preferred, with 1-2 years' experience in call center management, or an equivalent combination of education and experience.
* Experience in Call Center
* Insurance experience preferred but not required
* Leadership experience

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