Support Services Champion in Boise, ID at SYKES JOBS

Date Posted: 11/1/2019

Job Snapshot

Job Description

Sykes Enterprises, Incorporated
Job Description

Job Title: Support Services Champion
Job Code: 10941
Job Family: Training and Quality
Last updated: 03/03/2017

GENERAL PURPOSE:
This position is responsible for providing coaching and training support along with sales and quality support for the call center to ensure Client goals and objectives are met. This position also monitors and makes recommendations for customer service quality performance and ensures high-quality service is provided in the resolution of customer inquiries and service issues.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Adheres to SYKES policies on ethics and integrity.
  • Facilitates LEAP training courses as and when required.
  • Ensures all levels are coached and developed in the appropriate manner and providing feedback and report successes and challenges to the supervisor to ensure sales and quality goals are met.
  • Tracks and monitors key metrics on site performance, analyze trends and recommend improvement opportunities.
  • Reviews and analyzes post-call survey results (Wave and West IVR) and identifies areas of opportunity to drive performance behaviors.
  • Works to ensure that the account’s line of business will meet or exceed its goals in customer satisfaction, business results, and the development of people.
  • Reviews and develops recommendations to eliminate root causes of customer dissatisfaction, and provides that information to site and client.
  • Works with key stakeholders to implement new solutions. Creates huddle materials to train Customer Care representatives in areas that have affected our First Call Resolution (FCR) scores.
  • Designs, implements, tracks and communicate rewards/incentive programs and quality recognition programs and creates fun and positive activities to maintain a high quality and productive environment.
  • Maintains pertinent documents and records relevant to training, coaching, incentive programs and quality initiatives.
  • Communicates with the team manager, team members and other teams regarding problems, solutions, and trends; both from a quality monitoring and coaching perspective.
  • Responsible for establishing a system to ensure individual and team performance targets are met which include customer service, productivity, and quality standards.
  • Monitors the results/impacts of process improvements, new initiatives, and pilot programs; take action steps if necessary
  • Serves as a resource on customer satisfaction, reward, and quality recognition issues.
May perform other additional duties and responsibilities as assigned

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