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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.

Manager Account Operations

Date Posted: 03/29/2021

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Job Description



The Account Manager plans, coordinates, and directs 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 well-being of her/his account-specific financials, client satisfaction, and employee development and retention.

Required qualifications, skills and experience

  • Manage support services including planning, development, implementation, and maintenancefor our tech-giant account.
  • Meet or exceed account objectives for revenue and gross profit.Facilitate effective and appropriate communications between 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, and 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
  • Maintainan elevated levelof understandingaboutthe 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.
  • Ensure contract documentation and information is up to date and files are maintained
  • Provideaccurate, timely, and professional written, statistical and verbal reports to management for historical,status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).


Desired qualifications, skills and experience

Education and Qualification

  • Bachelor's Degree Preferred
  • 2+ years' experience in call center management
  • Experience working with large tech company especially in iOS
  • Experience with account managementand building relationship between client and business to achieve optimal success


About SYKES

SYKES Lakeland is part of a global company with more than 55,000 employees serving major brands you love. Every time we help people answer a question, solve a problem or find a solution we create a meaningful connection and job fulfillment. Our teams become friends and are part of our family. Answer the call! Apply now to start your journey to a new, exciting career with SYKES Lakeland!

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