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Job Information

Sykes Area Manager IT Client Services in Little Rock, Arkansas

Area Manager IT Client Services

Date Posted: 02/15/2020

Job Snapshot

  • Employee Type:

  • Location: Little Rock, United States

  • Job Type: Operations

  • Experience: Not Specified

  • Date Posted: 02/15/2020

Job Description

GENERAL PURPOSE:

The primary function is to manage and direct the Support IT staff for the Contact Centers in his/her designated region. The Regional IT Manager is responsible for the technical operation and maintenance, including preventive maintenance of all data and voice communications within their region. This includes coordinating support staff to meet client objectives, managing to an operational support budget and meeting internal and external deadlines. The Regional IT Manager acts as an escalation for technologist in defining systems requirements for new and existing clients, as well as the installation, configuration and deployment of internal or external tools. The Regional IT Manager resolves conflicting demands from internal and external users for service to ensure quality support is provided. The Regional IT Manager interfaces with internal and external management in problem solving and coordinates the appropriate resources to participate in resolution activities. The Regional IT Manager must thoroughly understand the management, operations and corporate policies of Sykes Enterprises, Inc, as it will be their responsibility for the implementation of policies and standards within their region.

About SYKES

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.

EEO statement

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Ø Adheres to SYKES policies on ethics and integrity.

Ø Manages day-to-day IT/Telephony support for operations at contact centers. Directly supervises Contact Center Support Staff.

Ø Oversees the deployment of IT/Telephony "best practices" related to the all IT/Telephony Operations technologies.

Ø Manages Regional IT Budget on a month-to-month basis, provides forecasting information, and ensures region stays within budget.

Ø Tasks deployment team for deployment of IT/Telephony systems and coordinates system implementations with internal and external IT/Telephony teams. Act as a point of contact to both the Client and Sykes IT during installation, configuration, deployment and "hand off" to site staff.

Ø Represents SYKES IT/Telephony Operations support on client calls and meetings

Ø Participates in evaluation discussions including client Requests for Proposal (RFP) and "suitability to task" technology review of internal tools.

Ø May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE

Ø Required "hard" skills (e.g., technical, engineering, computer science, etc.) Candidate must possess understanding of the technology deployed in the Sykes Enterprises Inc.

Ø Required "soft" skills (e.g., communications, management, supervisory, etc.) Candidate needs to have exceptional oral and written communications skills,

which transcend all levels of an organization. Must be able to translate complex technology concepts in to end-user terminology. Experience in project management is desired

Ø Requires 7-10 years of experience in managing computer operations and thorough knowledge of emergency operating procedures, or an equivalent combination of experience and education, in addition to a minimum of 4 years previous managerial experience.

Ø Bachelor's degree (B. A.) in Computer Science or related field or an equivalent combination of education and experience as listed above.

QUALIFICATIONS

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.

Ø Bachelor's degree (B. A.) in Computer Science or related field or an equivalent combination of education and experience as listed above.

Ø Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information in a group setting with senior leadership and respond to questions from the CIO, VPs, directors, managers, clients, and the operations staff.

Ø Must have ability to work with mathematical concepts dealing with probability, statistical inference, geometry, and trigonometry. Must also be able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ø Must have ability to define problems; collect and analyze data, establish facts, and draw valid conclusions. Must have the ability to interpret an extensive variety of technical instructions in mathematical or diagram form represented with abstract and concrete variables.

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.

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