Job Description Sykes Enterprises, Incorporated
Job Title: Team Leader SS
Job Family: Operations
This position is responsible for leading a team of service professionals in a fast-paced and metric-driven environment guiding customer service agents in delivering service and operational excellence through the consistent application of strategies which focus on continuous improvement in the areas of contributions, competencies and performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity.
Analyzes data to guarantee key performance measures are met, while aiding in the removal of barriers to success.
Provides direction to employees on achieving specific client objectives, including delivery on the customer experience that promotes customer loyalty, brand recognition and revenue generation.
Participates in calibration sessions directed by the training group to closely monitor account performance.
Provides guidance and leadership and serves as a mentor for customer service agents' day-to-day activities.
Identifies training /developmental requirements as relates to Transactional Net Promoter Scores and other goals.
Works with Partner Relations Management Team in managing objectives through daily calls.
Aligns work processes, structure, and systems to meet customer needs. Builds rapport and establishes trust with coworkers and client.
Identifies, communicates, motivates and educates team members with new initiatives.
Provides accurate, timely, and professionally written, statistical, and verbal reports to management for historical, current status, and forecasting purposes.
Compiles and reports accountable information to clients (i.e., performance reporting, billing, systems, staffing, product development and complaints) and for distribution to internal management and staff.
Performs requisite administrative tasks, including but not limited to, report preparation, account reviews and other necessary documentation.
May perform other additional duties and responsibilities as assigned
None Yes (See "General Management Duties and Responsibilities" addendum)
EDUCATION and/or EXPERIENCE:
High School Diploma or GED required. Post high school education preferred with two years' relevant experience including prior supervisory and sales experience in a high volume, fast paced customer service environment; or any equivalent combination of related training/education and experience.
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.
Proficient in general computer technical skills; mobile, social and software.
Working knowledge of supported operating systems, software, and hardware.
Ability to use Microsoft Suite applications.
Demonstrated experience in driving teams toward high productivity and sustained performance.
Proven ability to coach and develop direct reports to achieve both personal development and business goals.
Knowledge of basic accounting principles.
Technical ability to multitask, use of multiple PC applications and knowledge of accounting related services and software.
Strong leadership skills to guide team members in a way that encourages involvement and increases their sense of ownership.
Strictly adheres and demands strict adherence to the company's policies
Excellent attention to details.
Strong analytical skills and report analysis.
Embraces change and drives growth.
High energy and self-motivated individual who can work independently and as part of a team to reach individual and team goals.
Ability to act with integrity and trust in all work interactions.
This job description describes the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties or requirements.
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.
Sykes Enterprises Incorporated