Manager, Account opperations - Expedia
The Account Manager plans, coordinates, and directs the support service delivery on client accounts. This position takes the lead role in client interaction ensuring client satisfaction and providing account direction. Specific expense, revenue, and profit goals are established. The Account Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ø Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
Ø Meet or exceed account objectives for revenue and gross profit
Ø Facilitate effective and appropriate communications between account management team and support services staff within the call center
Ø Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback
Ø Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
Ø Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
Ø Maintain a high level of understanding with regard to the client and their industry to assist sales staff in identifying new business opportunities
Ø Communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements
Ø Define measurement systems to accurately monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
Ø Assures that contract documentation and information is up to date and files are maintained.
Ø Provides accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).
Directly supervises team managers. Also may supervise trainers, product knowledge information managers, or other indirect positions that may or may not be considered management.
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.
Ø Strong and effective verbal and written communication skills
Ø Must be a team player and leader
Ø Successfully manage multiple projects simultaneously
Ø Excellent interpersonal and organizational skills
Ø Ability to review, analyze, interpret reports and performance statistics
Ø Bilingual (spanish speaking) prefered but not required.
Ø Travel may be required.
EDUCATION and/or EXPERIENCE
Bachelor’s Degree preferred, with 1-2 years experience in call center management, or an equivalent combination of education and experience. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.