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- Vansant, VA
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Dir Site Operations Buchanan
SYKES - Corporate • Vansant, VA
Posted 22 days ago
Dir Site Operations Perry, KY
This position directs the delivery of support services to a Strategic Account.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adherence to SYKES policies on ethics and integrity.
> Provide tactical and strategic planning to insure the infrastructure required to support the Strategic Account(s) is in place.
> Support Center’s compliance with state/federal employment laws, corporate HR policies and the support center’s personnel policies, procedures and guidelines.
> Design and implement programs to ensure the effective recruitment, hiring, development, and retention of all Customer Care personnel.
> Manage to an expense and capital budget
> Create a team atmosphere in the Center
> Ensure timely and accurate communications of company initiatives, goals and objectives
> Develop and Maintain the Sykes Enterprises image in the community.
> Directly accountable for providing and managing the infrastructure required effectively and efficiently delivers service to a Strategic Account. Includes: Provide HR functions (Recruiting, testing, hiring, benefits, payroll, etc.), Systems support (PCs, servers, etc.), telecommunications support(Network, 800 lines, local service, etc.), Building Support (Maintenance, electricity, heat, air conditioning, cleaning services, etc.), Agent scheduling, G&A budget management, quality monitoring and HR escalations.
> Oversees strategy and technology implementation to achieve continuous improvement in the efficiency and accuracy of our services
> Develop site forecasts
> Assures that contract requirements including service levels, talk times, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
> Assures that contract compliance, documentation and information is up to date and files are maintained.
> Responsible for the supervision of new employee selection, selection process, and employee retention efforts. Personally makes all new direct report selections and performance evaluations. Reviews and approves all disciplinary actions and terminations for all employees in the Center. Serves as the escalation point for HR issues not resolved at a lower level in the organization (including escalations from Agents, Team Managers, Account Managers, etc. that work for the Strategic Account.
> Manage support services including planning, development, implementation, and maintenance for the account
> Develop and maintain client rapport and complete satisfaction with contract and customer services
> Achieves assigned Gross Profit and Revenue Targets while meeting customer service level and customer satisfaction objectives
> Provides the lead role in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
> Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received.
> Support client goals by improving the quality & efficiency of consumer relations services, update & integrate global technology platforms and optimize & better integrate fulfillment activities.
> Other duties may be assigned.