Mgr Account Operations Fayetteville NC Finc. in Fayetteville, NC at SYKES JOBS

Date Posted: 10/1/2018

Job Snapshot

Job Description

The Account Manager plans, coordinates, and directs the support servicedelivery on client accounts. This position takes the lead role in clientinteraction ensuring client satisfaction and providing accountdirection. Specific expense, revenue, and profit goals are established.The Account Manager is measured by the well being of her/his accountspecific financials, client satisfaction, and employee development andretention.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 betweenaccount management team and support services staff within the callcenter? Develop and maintain client rapport and ensure clientsatisfaction as measured by end user satisfaction, client surveys, andother client feedback? Analyze individual, team and program/account performance on aregular basis, perform root cause analysis and develop corrective actionplans.? Develop, grow, and maintain employee experience, capability,morale, and job satisfaction? Maintain a high level of understanding with regard to the clientand their industry to assist sales staff in identifying new businessopportunities? Communicate regularly with upper management regarding performanceand areas that are out of compliance with contractual agreements? Define measurement systems to accurately monitor and reportperformance metrics and client satisfaction to the client, the company,and our employees.? Assures that contract documentation and information is up to dateand files are maintained.? Provides accurate, timely, and professional written, statisticaland verbal reports to management for historical, current status, andforecasting purposes (including, but not limited to, budgets, pricing,revenue, staffing, training, seating, etc.).SUPERVISORY RESPONSIBILITIESDirectly supervises team managers. Also may supervise trainers, productknowledge information managers, or other indirect positions that may ormay not be considered management.QUALIFICATIONSTo perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.? Strong and effective verbal and written communication skills? Must be a team player and leader? Successfully manage multiple projects simultaneously? Excellent interpersonal and organizational skills? Ability to review, analyze, interpret reports and performancestatistics? Travel may be required.EDUCATION and/or EXPERIENCEBachelor's Degree preferred, with 1-2 years experience in call centermanagement, or an equivalent combination of education and experience.LANGUAGE SKILLSAbility to read, analyze, and interpret general business periodicals,professional journals, corporate procedures/regulations. Ability towrite reports, business correspondence, and procedure manuals. Abilityto effectively present information and respond to questions from groupsof managers, clients, customers, and the general public.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest,commissions, proportions, percentages, area, circumference, and volume.REASONING ABILITYAbility to solve practical problems and deal with a variety of concretevariables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written,oral, diagram, or schedule form.PHYSICAL DEMANDSThe physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to talk or hear. The employee frequently is required to sit.The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employeemay occasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, and ability toadjust focus.SECURITY COMPLIANCEEmployees are required to maintain compliance with SYKES safety,security, and privacy programs. Responsible for being an activeparticipant in the SYKES safety, security and privacy programs toprotect SYKES' business operations, facilities, and physical andintellectual property and to ensure a safe and secure workingenvironment for all SYKES' employees.GENERAL PURPOSE:Plans, coordinates and directs the support service delivery on clientaccounts and takes the lead role in client interaction ensuring clientsatisfaction and providing account direction. This position isresponsible for driving quality, ensuring schedule adherence, meetingkey metrics and managing the overall day to day well being of the needsof the account. The Account Manager is measured by the well being ofher/his account specific financials, client satisfaction and employeedevelopment and retention. This position also acts as a coach,developing the Team Managers and agents assigned to the account.ESSENTIAL DUTIES AND RESPONSIBILITIES:? Adherence to SYKES policies on ethics and integrity? 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.? Deliver expected quality scores and results as demanded by theclient.? Develop direct reports through creating individual developmentplans, coaching these individuals to achieve their objectives andevaluating their performance.? Work closely with the site Training Manager to insure agenttraining curriculum for both new hires and ongoing training are accurateand up to date.? Create an environment which is safe, allows for growth, andprovides a fun atmosphere.? Facilitate effective and appropriate communication between theaccount management team and the support services staff within the callcenter.? Develop and maintain client rapport and ensure clientsatisfaction as measured by end user satisfaction, client surveys, andother client feedback.? Assume the lead role in client communication with operationalmatters on the account.? Analyze individual, team and program/account performance on aregular basis, perform root cause analysis and develop corrective actionplans when necessary.? Understand the contract and bonus/penalty pieces within theircontrol.? Develop, grow and maintain employee experience, capability,morale, and job satisfaction.? Maintain a high level of understanding of the client and theirindustry to assist sales staff in identifying new businessopportunities.? Supervise new employees and participate in the selection process.? Communicate regularly with upper management regarding theaccount?s performance. Bring areas that are out of compliance withcontractual agreements to their attention and provide improvement plans.? Deliver results of the account and team through Business Reviewsand team meetings as necessary to the client, site management andexecutive team.? Define measurement systems to accurately monitor and reportperformance and client satisfaction metrics to the client, the companyand

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