Ensuring business alignment to HP's overall service strategy and requirements.
Performance delivery of operational contact centre customer support
Delivery of all reporting as per the account reports suite
Active focus on business intelligence, Proactivity & Innovation that will deliver performance improvement
Achievement of customer satisfaction targets
Achievement of client satisfaction targets
RESPONSIBILITIES AND END RESULTS
qResponsible for all Product Group Lines of Business (Inbound LOB’s) within the Account with accountability for ensuring business and contact centre service provision alignment to HP overall service strategy with direct accountability for the delivery of operational contact centre customer support and the achievement of customer satisfaction and client satisfaction
q Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently
q Ensures client satisfaction on quality and service levels
q Addresses, resolves and escalates problems as appropriate
q Monitors, coaches and trains employees as required
q Identifies and addresses any staff training needs
q Plans, assigns and directs work to the team/employees
q Rewards and disciplines employees when necessary
q Participates in the recruitment of staff to the team
q Conducts performance reviews on a regular base (in accordance with the account manager)
q Provides reports as required by the Account Manager and Team Manager
Client / Customer
q Build positive and effective business relationships
q Ensure that realistic and achievable service delivery expectations are agreed and set with the HP, and that the SYKES Product Group(s) executes and delivers to these expectations.
q Conduct formal weekly review meetings with theclient to evaluate and appraise all aspects of quality and performance.
q Ensure that SYKES delivers all Product Group(s) client reports, as per the agreed Reports Suite, on a timely and accurate basis.
q Work/collaborate with the client and provide detailed analysis of sNPS results. Ensure that relevant improvement plans are agreed and prepared for Customer Satisfaction and ensure that contractual targets are met/exceeded.
q Ensure that Customer Satisfaction improvement plans are fully embraced and understood by the SYKES Product Group(s) and account management personnel and ensure, by means of progress updates and final review, that all are fully deployed, operational and delivering the desired effect
q Track, measure and report any systems outages that impact operational performance.
q Liaise with SYKES’ Team Manager and Operations Manager to ensure that staffing and scheduling are aligned with business volumes and agreed forecasts.
q Work with the SYKES Operations Manager on all new projects, campaigns and account rollouts for HP.
q Ensure that all aspects of service delivery and business processes are provided for within each implementation plan.
Ensure that all relevant tasks/objectives due dates and milestones, associated to service delivery and business processes, are met.
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
qAt least 18 months with Sykes & at least 1 year on the same position
qNo written warning in the last 6 months
qExcellent leadership and people management skills
qExtensive Client management and relationship experience.
qFluent in English. Additional knowledge of Italian/Spanish would be an advantage.
qExperience in working to achieving and exceeding client expectations, KPI’s and Service Level Agreements.
qA high level of business and commercial acumen.
qPrevious responsibility and accountability for Profit and Loss, including the preparation of budgets, contractual pricing and business plans would be an advantage.
qExcellent communication skills both written and verbal.
qAnalytical skills: - the ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.
qExperienced in the use of MS Office: - MS Word, MS Excel and MS PowerPoint as a minimum.
qProactive and Innovative.
qSelf motivated with a vision of continuously adding value to customers and clients.