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Reference Number:
NTSSAMUT
Job Description:
Sykes Enterprises, Incorporated is looking for a Senior Account Manager. This is a permanent position. Position may be done remotely. Some travel will be required. Trend analysis and call center experience is required.
The Sr. Account Manager will provide analysis for the various call centers throughout the country. They will look at data, determine key metrics, interpret data, make suggestions. They will also standardize and provide reports - for clients and for the business, including agents. Will work with Account Managers at individual sites.
SUMMARY
Plans, coordinates, and directs the support service delivery on one or multiple client account(s) nationwide. This position assumes the lead role in client interaction by ensuring client satisfaction and providing account direction. The Senior Account Manager is measured by the well being of their account financials, client satisfaction, and employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Adherence to SYKES policies on ethics and integrity
- Manage defined support services including planning, development, implementation, and maintenance for the accounts through management of the account to the agent level across all sites supporting the account. Includes virtual management of Client Services Managers assigned to the account in all sites supporting the account.
- Work with site managers to establish succession plans in centers where account is located.
- Meet or exceed account objectives for revenue and gross profit.
- Develop and maintain client rapport and complete satisfaction with contract and customer service.
- Interrelate with training departments to ensure that training content is appropriate for the account to include after-training behaviors and areas of skills and knowledge.
- Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
- Define measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
- Assumes the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.
- 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.).
?« Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
- Responsible for the supervision of new employee selection, selection process, technician performance reviews, and employee retention efforts.
SUPERVISORY RESPONSIBILITIES
Management of Client Service Managers and possibly, Team Managers
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, Inc. click to: www.sykes.com
Experience Level:
5+ Years
Requirements:
QUALIFICATIONS
Previous experience with Trend Analysis and Call Centers is key!
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
Must be proficient with MS Office - Excel, Visio, Word, etc.
EDUCATION and/or EXPERIENCE
Bachelor's degree or 3-5 years of similar work experience.
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