Account Manager
SYKES
Cluj, Romania
4 zile în urmă

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
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