Sykes Dir Site Operations - Fort Smith, AR in Fort Smith, Arkansas
Dir Site Operations - Fort Smith, AR
SYKES Dir Site Operations- Fort Smith, AR -
This position is responsible for driving operational excellence with core emphasis on talent acquisition, leadership development and deployment, agent coaching, readiness and retention, quality management, local community matters, workforce forecasting and scheduling. Performance metrics include sustained growth rate, employee engagement, absenteeism, staffing utilization, turnover, and site MOI financial performance. A commitment to excellence is demonstrated through continuous employee development programs enhancing employee engagement, service, knowledge, skills, and morale.
This position’s success is measured by their ability to provide high quality services while improving performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. This position is continually engaged in leading and inspiring their team in developing, utilizing and documenting best practices in the performance of all duties and responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity.
Ensure SYKES meets client expectations regarding business expertise, key performance indicators (KPI) and relationship dynamics.
Track the status of the state of the business by maintaining close relationship with the client’s primary contact as well as their escalation point.
Track, monitor and measure all improvement action plans arising from customer satisfaction and loyalty surveys.
Meet SYKES financial targets in annual budget and/or forecast cycles for their line of business.
Responsible for development and management of financials to attain business goals with operational stability and meeting site MOI goals.
Deliver results against a defined scope of work that includes measurable ROI, human capital development, strategic innovation and performance reporting.
Develop and maintain effective organization of responsibility, including efficient talent acquisition, agent readiness development and training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Provide strong, dynamic leadership that mentors, develops, and guides support team members to effectively coach the value of every call for maximum net reservation revenue to clients.
Responsible for providing and managing the Site infrastructure required effectively (includes Facilities Support, Systems support - PCs, servers, etc.)
Commitment to excellence is demonstrated through continuous employee development programs enhancing employee engagement and morale.
Manage and expand peer relationships across functions and fully engage in the integrated network.
Coordinates and organizes efforts to represent SYKES favorably in the community. Plans programs that promote good will and fosters relationships with community leaders.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding performance.
Ensure compliance with operations standards and initiatives and support the implementation of such in the assigned accounts.
May perform other additional duties and responsibilities as assigned.
4600 Towson Ave
Up to 10%
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.
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:
EDUCATION and/or EXPERIENCE:
Bachelor’s degree and 7 years of call center/relevant work experience with 5 years in leadership role and 2 years Account Management experience required; or a combination of education and call center experience. Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities.
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.
Exceptional ability to develop and manage results-oriented human capital programs.
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, and scheduling.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the operations.
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
Strong interpersonal, written and oral communications skills – including reporting.
Experience with Instructional Design, Adult Learning, or Quality Assurance programs a plus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus