Sr. Team Leader

Date Posted: 02/19/2020

Job Snapshot

Job Description



General Purpose:

The Sr. Team Leader is 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.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

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.

Required qualifications, skills and experience

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, status, and forecasting purposes.
* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience

EDUCATION and/or EXPERIENCE

* High School Diploma and 18 months relevant experience of which 12 months must be in a Call Center environment or equivalent combination of education and experience.
* 1 year of supervisory/managerial experience preferred. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred. PEAK program completion.

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