|
|
|
|
Account Director (Expatriate) Job
|
| Employer Name: BrandonWayne Group |
SpiderID: 2439058 |
| Location: Nashville, Tennessee |
Date Posted: 8/19/2008 |
| Wage: $60-80K |
Category: Management |
| Job Code: |
|
| Number Of Openings: 1 |
|
Job Description:
Location: International Assignment in El Salvador
Position: Account Director (Expatriate)
Reports to: Site Director (El Salvador)
Travel: International Assignment
Openings: 1
GENERAL PURPOSE:
Plans, coordinates, directs and supervises the support service delivery for a part of an account in various call centers. This position owns the lead role in client interaction related to service delivery, planning, ensuring client satisfaction, profitability (GP) and providing account direction. Specific revenue, management income and profit goals are established. This position routinely interfaces with sales personnel, customer senior management and Sykes senior management. In general, the Account Director is measured by the profitability and well being of the account including financials, client satisfaction, employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
« Manage support services including planning, development, implementation, and maintenance for the account
« Manage day-to-day service delivery
« Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction
« Develop and maintain client rapport and complete satisfaction with contract and customer services
« Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
« Monitor and report performance metrics and client satisfaction to the client, the company, and our employees
« Achieves assigned Gross Profit and Revenue Targets while meeting customer service level and customer satisfaction objectives
« Directly accountable for and manages account performance against profitability objectives, contract metrics and client expectation
« Assures that contract compliance, documentation and information is up to date and files are maintained.
« Assures that contract requirements including service levels, talk times, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
« Provides the lead role in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
« Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received.
« Support client goals by improving the quality & efficiency of consumer relations services, update & integrate global technology platforms and optimize & better integrate fulfillment activities.
« Responsible for the call center operations where accounts are located including Human Resources, IT, Training and Quality.
Job Requirements:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
« Must have strong and effective verbal and written communication skills
« Must be able to deal with confidential/sensitive topics appropriately
« Must be a team player and leader
« Must be able to successfully manage multiple projects simultaneously
« Must have excellent interpersonal, organizational, mediation and negotiation skills
EDUCATION and/or EXPERIENCE:
« Bachelor‘¦s degree preferred.
« 5 to 7 years of Operations experience specifically related to inbound and/or outbound sales (via phone).
Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required: 5
Education Required: High School
Overnight Travel: Less Than 25%
Vacation Time:
Contact Information:
| Contact Name: Ashley Dalton |
Company Type: Recruiter |
| Company: BrandonWayne Group |
Phone: 615-599-3300 |
| Street: 5543 Edmondson Pike; Suite 117 |
Fax: 615-413-5132 |
| City: Nashville |
|
| State: Tennessee |
|
| Zip: 37211 |
|
Web Site: http://www.callcenterclassifieds.com
|
|
|
|
|
|
|