Vacancy details

Responsibilities:

• Acts as the primary interface between SYKES and client's department(s)
• Identifies problems, analyses trends and implements corrective and preventive actions
• Translates client requirements into effective local level goals and objectives
• Ensures the team(s) has/have complete awareness and understanding of all SLA’s, KPI’s and business objectives
• Prepares, implements, maintains and reviews existing client projects
• Sustains and grows business partnerships with client by offering proactive solutions
• Achieves and exceeds client service level agreements
• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
• Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
• Completes, maintains and processes pertinent paperwork and records
• Responsible for ensuring that all related prices, costs etc. are kept up to date
• Adheres and reinforces SYKES policies and values 
• Measures and tracks financial performance against forecast and budget
• Makes various decisions relating to new and existing business within their client group
• Makes decisions relating to customer service and/or technical support issues
• Makes budgetary decisions

Requirements:

• Experience in working with people on different levels
• Previous experience as a Team Coordinator/Team Manager is a must, with a minimum of one year management experience in the current role
• Thorough understanding of best practice in customer and client service environments covering people, process and technology
• Higher/further educational qualification or the equivalent
• Proficient level of English
• Strong influencing skills and able to influence outside area of direct control
• Technical or specific skills (e.g. technical, computer)
• Excellent leadership and people management skills
• Able to prioritize workload to meet challenging deadlines and ability to multi-task.
• Experience in working to achieving and exceeding client expectations, KPI’s and Service Level Agreements
• Proficient with writing reports, business correspondence and procedure manuals