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Vacancy details
Romania | RO Remote, any Location, RO
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