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Reference Number:
NTCCAMCO
Job Description:
Sykes Enterprises, Incorporated is looking for a Call Center Account Manager fill a requirement at a customer site in Sterling, CO. This is a permanent position.
SUMMARY
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.
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 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 other 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
- Maintain a high level of understanding with regard to the 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.
- Assures that contract documentation and information is up to date and files are maintained.
- Provides accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).
SUPERVISORY RESPONSIBILITIES
Directly supervises team managers. Also may supervise trainers, product knowledge information managers, or other indirect positions that may or may not be considered management.
No 3rd party vendors. Please send resumes to gloria.rutulante@sykes.com.
SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa.
For more information about SYKES Enterprises, Incorporated go to www.sykes.com
Experience Level:
3 Years
Requirements:
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