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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Team Leader

Date Posted: 07/02/2020

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Job Description



Sykes is searching for a Team Leader that holds an LPN certification. Bi-Lingual preferred but not required.

This position routinely supervises two or more full-time customer service agents. Responsible for the daily/monthly performance of the client's account. This includes managing attrition, absenteeism, delivering performance management documentation at the 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

EOE / Veteran / Disabled

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Through effective leadership, focuses on team performance and attrition. 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, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring for Team Coaches and Team Supervisors when applicable.
* Client interface capable but dependent upon account needs, attends client calls when appropriate. Secondary point of contact for the client.
* Works with AM for client information. 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 for historical, current status, and forecasting purposes.
* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience

Education and qualifications

* Must have LPN certification
* 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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