Sitel Group & Sykes are now Foundever™

This vacancy is now closed

Vacancy title
Operations Manager with Italian&English
Ref
141389
Function
Operations
Work Model
Work from Home
Location
Romania | RO Remote, any Location, RO
Required language
English, Italian
Contract type
Permanent
Employment type
Full time
Closing date
05/12/2022
Description

Requirements:

 

  • Experience in working with people on different levels
  •  
  • Previous experience, minimum 3 years leading experience - in the role of Team Leader or above (Team Coordinator/Team Manager) in SYKES
  •  
  • Thorough understanding of best practices in customer and client service environments covering people, processes, and technology
  •  
  • Higher/further educational qualification or the equivalent
  •  
  • Proficient level of English
  •  
  • Proficient level of Italian
  •  
  • Client management previous experience is a big plus
  •  
  • Strong influencing skills and ability to influence outside areas 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 multitask.
  •  
  • Experience in working to achieve and exceeding client expectations, KPIs and Service Level Agreements
  •  
  • Proficient with writing reports, business correspondence and procedure manuals

 

 

Job Description and Responsibilities:

 

  • Acts as the primary interface between SYKES and the client's department(s)
  •  
  • Identifies problems, analyses trends and implements corrective and preventive actions
  •  
  • Translates client requirements into practical 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 clients 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 proper 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