Product Knowledge Information Manager

SUMMARY Acts in concert with Client Services Manager to plan, coordinate and direct the service delivery for one or more client accounts. Directs and/or assists in the activities conducted by personnel responsible for training, internal help desk, call monitoring, and any other activity associated with the acquisition and/or dissemination of knowledge and skill.  Ensures client and customer satisfaction and profitability goals are achieved and maintained. Develops and maintains partnerships with clients to increase business and client satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 
Coordinates product knowledge and information for one or more client accounts.
Identifies skill and knowledge problems, analyzes trends, and implements corrective and preventive actions.
Assists in new account implementation, including controlling all internal and external resources.
Functions as link between Sykes and client with regard to knowledge issues. Schedules, coordinates and facilitates client communication meetings which may include travel to the client site.
Sustains and grows business partnerships with clients by offering proactive solutions.
Implements business operation and service solutions utilizing the continuous improvement process.
Assists in updating client contracts by documenting changes in scope and conducting periodic reviews.
Collaborates with team managers to develop team goals and to resolve cross-team issues.
Assists in measuring and tracking financial performance against forecast and budget.
Communicates company policies.
Completes, maintains, and processes pertinent paperwork and records.

 

SUPERVISORY RESPONSIBILITIES

May directly supervise customer support team managers, and may carry out supervisory responsibilities in accordance with Sykes policies and applicable laws. Responsibilities may include employee selection; mentoring, monitoring and training customer support technicians and team managers; planning, assigning, and directing work; and correcting and appraising work performance.

 

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.

 

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school. A minimum of five years technical support and work station data processing experience preferred. Previous experience in establishing a technical support operation preferred. Working knowledge of supported operating systems, software and hardware. Understanding of troubleshooting processes, technology and tools. Proficiency with spreadsheet and word processing software.

 

SECURITY COMPLIANCE

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.

 

ETHICS COMPLIANCE

Sykes Enterprises 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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity.

 

DRUG FREE WORK PLACE

EQUAL OPPORTUNITY EMPLOYER






Job Title:Product Knowledge Information Manager

City/State:US-VA-Wise

Job Category:Customer Service and Call Center

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