Account Director

Your responsibilities include developing strong relationships with the client and connecting with key business stakeholders.

You will response to client queries and be proactive in your communication.

In this role, you will liaise with cross-functional internal teams and will work with the different Operations teams to improve the entire service delivery.

• Oversee operational delivery to agreed scope, performance matrix and all other elements of the agreement. This, being the main point of contact for the client and Sitel sites on all related matters
• Enable sites to perform by providing best practices and support
• Put structure on the on-going ad-hoc requests from the client and internal
• Attend/run operational meetings and related standards
• Deliver on the different actions agreed from these meetings
• Support/own key processes such as invoicing
• Support Quarterly and Monthly business reviews
• Own forecasting and sizing processes
• Own Training curriculumns, maintain training plans, materials and control training refresh
• Align all sites on common practices (Account specific and Sitel such as GOS, iCoach)
• In charge of CMSR calculation & upload