SUMMARY
The Sr Director - Operations plans, coordinates, directs and supervises all aspects of the support service delivery for a specific client account. The account can be located over multiple centers in different cities or countries. This position owns the lead role in client interaction related to service delivery, planning, ensuring client satisfaction, profitability (Gross Profit and/or Managers Operating Income) and providing account direction. Specific revenue and profit goals are established. This position routinely interfaces with other Sykes senior management, either within Asia or globally. The Senior Operations Director is measured by the profitability and well being of the account including financials, client satisfaction, employee development and retention. Account development and growth are viewed as a general goal, but may or may not have specific financial targets.
RESPONSIBILITIES
Ø Manage all aspects of client operations including planning, development, implementation, and maintenance for the account
Ø Manage day-to-day service delivery
Ø Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction
Ø Develop and maintain client rapport and complete satisfaction with contract and customer services
Ø Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
Ø Monitor and report performance metrics and client satisfaction to the client, the company, and our employees
Ø Achieves assigned Gross Profit and Revenue Targets while meeting customer service level and customer satisfaction objectives
Ø Directly accountable for and manages account performance against profitability objectives, contract metrics and client expectation
Ø Assures that contract compliance, documentation and information is up to date and files are maintained.
Ø Assures that contract requirements including service levels, talk times, escalations, quality scores, and so on, are routinely conveyed and understood by team members.
Ø Provides the lead role in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
Ø Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received.
Ø Support client goals by improving the quality & efficiency of consumer relations services, update & integrate global technology platforms and optimize & better integrate fulfillment activities.
Ø Responsible for ensuring timely and effective implementation and deployment of regional or global company initiatives within the specific account
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ø Must have strong and effective verbal and written communication skills
Ø Must be able to deal with confidential/sensitive topics appropriately
Ø Must be a team player and leader
Ø Must be able to successfully manage multiple projects simultaneously
Ø Must have excellent interpersonal, organizational, mediation and negotiation skills