Mgr Area Operations

GENERAL PURPOSE

To plan, develop, coordinate, and direct the service for one or more client accounts by managing the activities of one or more customer support Managers and Agents, while aggressively pursuing opportunities for account, site and/or business growth; therefore, maximizing the use of company resources and minimizing the waste to keep financial indicators healthy. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Plan and manage support services and relationship to achieve goals and SLA for one or more client accounts by offering proactive solutions
• Elaborate annual business plans to be aligned to corporate strategies while maintaining financial health of accounts
• Facilitate and manage the necessary resources for each Line of Business to be successful on the accomplishment of daily tasks and client expectations including planning, development, implementation, and maintenance for accounts
• Define measurement systems to monitor and drive account performance against specific contractual metrics, production objectives, performance against goals, quality levels and norms, and employee development and retention
• Provide the lead role in client communications in matters of support center performance, reporting, billing, systems, staffing, product development and complaints
• Administer performance by coaching supervisors, team managers and agents, creating and maintaining development plans, conducting performance appraisals and one-to-one sessions, and recommending training and encouraging individual employee participation in decision making, through availability and real time management
• Ascertain potential future business growth/decline and pertinent resource needs thorough analysis of statistical/historical trends, client communication and industry awareness.
• Calculate financial responsibility, through monthly client invoicing (may include any other charge resulted/needed), budgeting, forecasting and financial data tracking necessary for the proper operation of the business, in order to fulfill Sykes' expectations regarding financial returns and profit margins
• Develop and maintain client rapport and complete satisfaction with contract and customer services.
• Manage new account implementation, including controlling internal and external resources
• Maintain updated client contracts by documenting changes in scope and conducting periodical reviews
• Negotiate with the client and approve changes in the account, such as call volume, type of service, changes in databases, and others
• Meet periodically with client to revise all aspects related to the business.
• Implement call center standards according to local or Corporate requirements while maintaining effective and efficient processes
• Identify operational problems, analyze trends, and implement corrective and preventive actions
• Generate requests for new hires and ramp plan necessities, general account health and ensure all is carried out compliant to requirements
• Manage highly confidential information about the political direction and administrative organization; thus, it is responsible for the confidentiality of the information about external clients.
• Keep annual turnover below 25% by means of coaching, motivating and retaining account personnel
• Work with Operations Support Areas representatives to improve the quality of the services being provided
• Approve or reject candidates selected to fulfill open positions or new ones
• Approve Vacations, Leave of Absence, purchase of motivation items, schedule change permissions, and hiring requests
• Communicate company policies to the account personnel
• Complete, maintain, distribute and process pertinent paperwork, key information, and records
• Discuss issues, concerns, action plans and new requirements with support Areas (Owners' meetings)
• Elaborate performance appraisals and disciplinary actions
• Establish and maintain COPC guidelines.
• Facilitate client communication meetings
• Match the information that appears in the Compliance Report generated by ARM group against the information that is entered/reported into GFH, in order to ensure both the accuracy and consistency of such information
• Record all charges derived from the service provided (revenues) and verify the payments made by the client
• May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) EDUCATION and/or EXPERIENCE

• Bachelor's degree (B.A./B.S.) from a four-year college or university plus 2 years of related experience and/or training or any equivalent combination of related training/education and experience required.

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.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Strong business sense to establish structure and vision for measuring success of call center environment.
• The ability to work well independently and be a leader in a fast-paced environment.
• Exhibits solid leadership and critical thinking skills.
• Ability to make sound administrative and procedural decisions and judgments.
• Ability to foster a cooperative work environment.
• Ability to plan, develop and coordinate multiple projects.
• Skill in budget preparation and fiscal management.
• Conflict resolution and/or mediation skills.

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS

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/or 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. SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE

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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability. DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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