Sykes Sr.Account Manager Operations in Boise, Idaho
SR. ACCOUNT MANAGER OPERATIONS - BOISE, ID
This position is responsible for meeting overall operational and financial goals and for the growth of existing programs through consistent delivery of operational performance excellence. This includes providing input to client and internal interactions related to strategic planning, service delivery, profitability and providing account direction to support achievement of short, medium and long-term objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adherence to SYKES policies on ethics and integrity
Participates in the annual strategic planning processes and executes initiatives to enhance profitability, productivity and efficiency throughout contact center operations.
Interacts regularly with internal SYKES resources to ensure that the company’s operations priorities are aligned with SYKES’ global strategic direction.
Keeps abreast of market tendencies for its current and potential clients, seeking opportunities to improve delivery capacities and profitable operation.
Responsible for overall gross profit and revenue targets, while meeting customer service levels and customer satisfaction objectives, of all call centers located within the area of responsibility.
Analyzes operating practices and results relative to established objectives, makes recommendations to improve service levels or correct procedural problems and ensures that appropriate steps are taken in a timely manner to correct unsatisfactory conditions.
Determines appropriate goals and progress measures, providing ongoing feedback as necessary. Ensures implementation of processes and systems that will generate higher productivity and profitability.
Provides direction to the management of the contact centers to ensure customer satisfaction, improved call efficiency, low call abandonment rates, increased revenue through promotional programs and improved employee product knowledge and training.
Monitors and reports performance metrics and client satisfaction to the client, the company and our employees.
Provides input into new employee selection, training processes, performance reviews and employee retention efforts at the Team Leader level.
Participates in Business Development initiatives, helping to ensure effective implementation of entering/exiting client account operational activities.
Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
CLIENT MANAGEMENT :
Participates in vendor negotiation processes to ensure operational capabilities, product relevance and cost efficiency.
Assures that contract requirements including service levels, talk times, escalations, and quality sat scores, etc. are routinely conveyed and understood by team members.
Continually plans for rapid growth, effectively managing costs and keeping all changes transparent to the client.
Provides support to client leaders to obtain an understanding of service needs and problems resulting in the implementation of systematic changes to improve service based on feedback.
Accountable for the information conveyed to clients (i.e., performance reporting, billing, systems, staffing, product development and complaints) and for distribution to internal management and staff.
Guides the development and deployment of continuous improvement processes that drive focused and measureable improvements.
May perform other additional duties and responsibilities as assigned.