Mgr Global IT Client Services

Date Posted: 02/19/2020

Job Snapshot

Job Description



* Understanding the nature of the clients' business and their Information Technology needs


* Cross functional interaction with Operations, Client Relationship Management and IT teams and monitor the execution of client projects and delivery of IT services


* Responsible for managing customers IT expectations; all include (but are not limited to) the following:
* Provide IT Single Point of Contact (SPOC) support to existing SYKES clients


* Document, Communicate, Escalate client technology issues


* Proactively follow up with customers and identify their needs


* Coordinate technology planning sessions based on new client initiatives


* Identify value added service offerings to strengthen SYKES relationship




* Participate in contract reviews and support the SYKES Sales and Legal teams during contract negotiations including:
* Understanding of SYKES standard service level agreements


* Facilitate contractual review sessions with various IT departments


* Ability to assist the SYKES legal department in the negotiation of contractual terms related to technology




* Engage customers on issues for technical and functional scope


* Develop and maintain client technology offering matrices to include:
* Understanding of deployed technologies for an assigned account


* Knowledgeable of contractual SLA's


* Account technology subject matter expert


* Knowledgeable of client change control processes




* Facilitate work with resources or departments both domestically and internationally


* Responsible for the Coordination of Efforts between SYKES Corporate and regional IT organizations and 3rd party vendors to meet customer service objectives


* Provide client feedback on SYKES incident & problem management performance, which will lead to improved service and support delivery processes.
* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate, are integrated and implemented to provide call center outsourcing solutions.


* Ability to travel to SYKES global locations as appropriate to provide support and guidance for customer technology meetings and Quarterly Business Reviews




* May perform other additional duties and responsibilities as assigned.



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

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.

Skills required:

* Demonstrate strong customer orientation


* Exceptional verbal and written skills


* Excellent customer service/relationship skills


* Strong business presence with good negotiation skills


* Organize and conduct effective meetings with internal and external clients


* Ability to prioritize work assignments


* Possess excellent time management and organizational skills


* Team oriented with a collaborative working style, including an ability to create and maintain positive relationships across all internal SYKES departments


* Proven ability to counsel and partner with clients on recommending and improving their IT requirements


* Must have a solid background in IT technology and system integration with an understanding of how data and voice networks operate and are integrated and implemented to provide call center outsourcing solutions.


* Must an understanding of how multi-channel CRM systems, knowledge management, workforce management, CTI, and reporting systems operate and are integrated to provide call center outsourcing solutions.


* Understanding of IT technology and system integration including how data and voice networks operate and are integrated and implemented to provide call center outsourcing solutions.


* Understanding of how multi-channel CRM systems, knowledge management, workforce management, CTI, and reporting systems operate and are integrated to provide call center outsourcing solutions


* Advanced skills in Microsoft Office applications


* Ability to travel domestically/internationally at least 40% of time



Skills preferred:

* In depth understanding of SYKES technology offerings


* Knowledge of Inbound/Outbound call center operations



Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE

BA/BS required and 3 plus years successful Client Relationship Management experience within an outsourcing or large-scale technology-consulting arena; or any equivalent combination of related training/education and experience required. Experience and knowledge of the call center industry preferred.

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