Vacancy details

 Job Description:

• Acts as the primary interface between SYKES and client representatives
• Ensures consistency in service delivery and business processes in the provision of services to the Client and its end users
• Manages a team of Team Leaders, Quality Analists and Trainers
• Prepares and conducts Business Reviews and forecast reviews with the Client
• Ensures business alignment to the Clients’ overall service strategy and requirements
• Looks after the team's adherence to SYKES and Clients's policies
• Translates client requirements into effective local level goals and objectives
• Ensures the team has complete awareness and understanding of all SLA’s, KPI’s and business objectives
• Ensures delivery of all reporting as per the account reports suites
• Plans and develops methodologies and procedures to improve the operating quality and efficiency of our customer services
• Reports into and works closely with shared Account Manager

Requirements:

• Proficient in English 
• Communicates effectively and confidently, both written and verbal
• Availability to work night shifts: 3 PM - 3 AM
• Excellent leadership and people management skills
• At least 2 years of experience as a Senior Team Leader  in BPO/ Shared Service/ Customer Support industry
• Demonstrates Client management and relationship experience
• Has experience in working to achieving and exceeding Client expectations, KPI’s and Service Level Agreements
• Previous responsibility and accountability for Profit and Loss, including the preparation of budgets would be an advantage
• Analytical skills - the ability to identify problems collects data, establish facts, draw conclusions and provide solutions
• Experienced in the use of MS Office Suite
• Proactive and Innovative