This position is responsible for meeting overall operational and financial goals through consistent delivery of operational performance excellence. Specifically, this role will create and deliver excellent service-to-sales business solutions ensuring improved revenue, sales and profitability of the account.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity.
Develops continuous sales strategies and plan implementation, ensuring operational alignment to deliver overall sales targets, while meeting customer service levels and customer satisfaction objectives.
Supports the development and deployment of continuous improvement processes that drive focused and measurable improvements.
Responsible for creating a Sales Culture by working with Compensation and leadership to create spiffs and hype, standardize sales boards – top sales, center goals.
Develops and delivers processes to evaluate and assess our current program, provide existing and new tools and expertise to drive improvement in sales performance.
Partners with key internal resources to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance sales performance
Manages to key performance indicators and metrics, and ensuring maximum team performance.
Ensures that contract requirements including sales service levels are routinely conveyed and understood by team members.
Determines appropriate goals and progress measures, providing ongoing feedback as necessary. Ensures implementation of processes and systems that will generate higher productivity and higher account sales.
Analyzes operating practices and results relative to established objectives, makes recommendations to improve sales service levels or correct procedural problems and ensures that appropriate steps are taken in a timely manner to correct unsatisfactory conditions. Participates in SWAT team projects as the sales expert with clear duties and expected outcomes.
Maintains strong working relationships with critical business partners to remove obstacles conflicting with client service and financial goals.
Works closely with Major Markets Account Management to provide key client facing contact for all sales related processes and initiatives.
Prepare and roll out continuous sales improvement plans (bundling, promos, new products).
Reinforce product knowledge by creating and administering product knowledge quizzes for all centers.
Responsible for Team Leader Sales training on how to coach to sales and goal setting strategy and development of team talent by advising, guiding, and mentoring individuals.
- May perform other additional duties and responsibilities as assigned.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree (B.A./B.S.) from a four-year college or university plus 3-5 years of related experience and/or training or any equivalent combination of related training/education and experience required.
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.
Experience in working with service and sales programs.
Experience in the improvement of underperforming programs.
Experience in Sales team management and incentives.
Experience in implementations, planning, creation and development of sales training.
Experience in developing and implementing recruitment for sales.
Ability to manage change in a sales environment.
Ability to improve sales performance to meet and exceed agreed metrics.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
Strong business sense to establish structure and vision for measuring success of call center environment and raising customer satisfaction standards.
The ability to work well independently and be a leader in a fast-paced environment and collaboration with stakeholders to achieve program goals.
Exhibits solid leadership and critical thinking skills and creates a great selling team environment.
Ability to make sound administrative and procedural decisions and judgments.
Ability to foster a cooperative work environment.
Ability to plan, develop and coordinate multiple projects.
Skill in budget preparation and fiscal management.
Conflict resolution and/or mediation skills.
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 speak and/or listen. 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.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:
Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.