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Vacancy details
Romania | Cluj
Sitel Group & Sykes are now Foundever™
This vacancy is now closed
Vacancy title
Account Manager
Ref
40288
Function
Operations
Location
Romania | Cluj
Required language
English
Contract type
Permanent
Employment type
Full time
Closing date
31/12/2019
Description
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