GENERAL PURPOSE:

This position is responsible for meeting overall operational and financial goals and for the growth of existing programs through consistent delivery of operational performance excellence. This includes leading the team of professionals responsible for client and internal interactions related to strategic planning, service delivery, profitability and providing account direction to support achievement of short, medium and long-term objectives.

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Adheres to SYKES policies on ethics and integrity.

Identifies internal and external customers and removes obstacles to customer satisfaction.

Responsible for overall gross profit and revenue targets, while meeting customer service levels and customer satisfaction objectives, of all assigned accounts within the area of responsibility.

Analyzes operating practices and results relative to established objectives, makes recommendations to improve service levels or correct procedural problems and ensures that appropriate steps are taken in a timely manner to correct unsatisfactory conditions.

Solicits feedback from clients and drives process improvements by creating new initiatives and changes to exceed client expectations.

Monitors and reports performance metrics and client satisfaction to the client, the company and our employees.

Maintains strong client rapport and communications to determine their needs. Aligns work processes, structure, and systems to meet customer needs.

Maintains a network of strategic relationships with individuals throughout the organization. Leverages information communications channels and relationships to enhance performance.

Manages team and processes to exceed client metric goals. Identifies issues and implements solutions.

Provides input into new employee selection, training processes, performance reviews and employee retention. Reviews and approves all disciplinary actions and terminations.

May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE:

Bachelor's degree and 8 plus years' experience in Client Services Management role and/or Operations experience required; or an equivalent combination of education and work experience. Experience managing a virtual team a plus. Some travel 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 business and financial acumen.

• Strong and effective verbal and written communications skills.

• Excellent interpersonal, organizational, mediation and negotiation skills.

• Ability to act with integrity and trust in all work interactions.

• Embraces change and drives growth. Anticipates and capitalizes on marketplace changes. Prepares team for future change opportunities.

• Ability to guide team members in a way that encourages involvement and increases their sense of ownership.

• Ability to energize team members by demonstrating concern for others. Knows when a goal is truly important despite challenges. Crafts an energizing vision for the future that inspires others.

• Empowers team members to assume leadership roles.

• Ability to build rapport and establish trust with coworkers and clients.

• Successfully manage multiple projects simultaneously.

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 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.

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.