Job Description Sr Team Leader - Fayetteville, NC
Typically responsible for a larger, more technical, and/or more financially critical business unit. Level II customer support team supervision or small stand-alone account or business unit.
Routinely supervises two or more full time employees which may include management of Team Leaders. Responsible for the daily/monthly performance of the client's account. This includes managing attrition, absenteeism and delivering performance management documentation at the Team Leader, Team Supervisor, Team Coach and Customer Service Agent level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adherence to SYKES policies on ethics and integrity.
Through effective leadership, focuses on team performance and attrition. Creates and manages escalation procedures and ensures service levels are maintained. Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner.
Responsible for interviewing and selection of new hires and evaluating agents and/or support team employees, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring for Team Coaches, Team Supervisors and Team Leaders when applicable.
Client interface expected either as back-up to Account Manager or a subject matter/business segment expert. Secondary point of contact for the client.
Works with AM for client information. Solicits feedback from customers on how to improve service. Dialogues with customers frequently to determine their needs.
Builds relationships with internal and external customers. Aligns work processes, structure, and systems to meet customer needs.
Builds rapport and establishes trust with coworkers and client.
Provides accurate, timely, and professionally written, statistical and verbal reports to management and clients for historical, current status, and forecasting purposes.
May perform other additional duties and responsibilities as assigned.
Sykes Enterprises Incorporated