Sykes Operations Account Manager in Fort Smith, Arkansas
Operations Account ManagerinFort Smith, ARatSYKES JOBS
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Fort Smith, AR
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Job DescriptionJob Title: Dir Site Operations Account ManagementJob Code: 10891Job Family: OperationsLast updated: 7/1/2016GENERAL PURPOSE:This position is responsible for supporting the operational AccountManagement team to ensure SYKES meet the client?s expectations regardingperformance and relationship while meeting SYKES profitability targetsand maintaining a great work environment conducive to employeesatisfaction.ESSENTIAL DUTIES AND RESPONSIBILITIES:? Adheres to SYKES policies on ethics and integrity.? Ensure SYKES meets client expectations regarding businessexpertise, key performance indicators (KPI) and relationship dynamics.? Meet SYKES financial targets in annual budget and/or forecastcycles for their line of business.? Collaborate with Strategic Client Management in identifying,pursuing, and negotiating new business opportunities for organic growthfor each account.? Provide Senior Account Managers (SAM) and/or Account Managers(AM) direct support and provide guidelines to the SAM/ AM?s in order tomeet client expectations with respect to KPIs, business expertise andrelationship mechanics while meeting SYKES financial targets.? Collaborate closely and support Director Site Operations HumanCapital Management in the development of site and/or company-wideinitiatives or objectives, as needed.? Collaborate on the everyday decision-making process involvingclient accounts.? Track, monitor and measure all improvement action plans arisingfrom customer satisfaction and loyalty surveys.? Track the status of the state of the business by maintainingclose relationship with the client?s primary contact as well as theirescalation point.? Ensure compliance with operations standards and initiatives andsupport the implementation of such in the assigned accounts.? Sets standards and guidelines for interaction with customers andoversees to ensure maximum customer satisfaction.? Coordinate analytic, strategic and technical resources to meetexpectations and ensure satisfaction.? Ensure compliance with regulatory agency guidelines andstandards.? May perform other additional duties and responsibilities asassigned.SUPERVISORY RESPONSIBILITIES: None Yes (See ?General Management Duties andResponsibilities? addendum)EDUCATION and/or EXPERIENCE:Bachelor's degree and 5-7 years of call center/relevant work experiencewith at least 3 years in leadership role and 5 years Account Managementexperience; or a combination of education and call center experience.Effective leadership and analytical skills including working knowledgeof financial statement analysis, staffing models, and scheduling.QUALIFICATIONS:To 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.? Effective leadership and analytical skills including workingknowledge of financial statement analysis, staffing models, andscheduling.? Proven experience managing metrics, ensuring customersatisfaction, and reporting statistical performance levels related tothe operations.? Measurable experience in managing and growing profitablesatisfied accounts and/or relevant account management experience.? Strong mentoring and relationship building skills with ability toeffectively manage group and interpersonal conflict situations.? Strong negotiation, interpersonal, written and oralcommunications skills ? including reporting.? Required competencies: Focus on customer, results orientation,continuous improvement, relationship building and financial acumen.PHYSICAL DEMANDS:The 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 speak and/or listen. The employee frequently is required tosit. 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.COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. SYKES is proud to be an equal employment opportunity andaffirmative action employer. SYKES is committed to selecting,developing, and rewarding the best person for the job based on therequirements 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 anyother basis protected by federal, state or local law.EEO/AA/M/F/Vet/Disability.DISCLAIMER:The preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position.
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.