At Sykes we help people one caring interaction at a time - that includes you! Join us as a customer service Team Leader overseeing agents as they help customers solve problems or answer questions about technical issues with iOS/ and/or MacOS , or comparable technology. This highly sought-after role is in our soon-to-be remodeled, state of the art Langhorne, PA facility.
Required qualifications, skills and experience
What you will do:
* Provide supervision to agents and assistant with Tier 1 and Tier 2 support
* Handle all escalations
* Build a strong team through training and development
* Have excellent understanding of iOS system
* Work with account manager, site director, and client on development and adherence to metrics for agents
* Ability to communicate with customers effectively through multiple channels
* Apply continuous improvement supervision to the team driving a high level of contribution, competence, and performance
Desired qualifications, skills and experience
Education and Qualifications:
* HS diploma or equivalent
* Associate or bachelor's degree preferred but not required
* Experience leading and mentoring a team
* Prior leadership and call center experience is beneficial
* iOS, Smartphone, Tablet, PC or Mac experience
* Ability to handle escalations from customers
About SYKES
SYKES is part of a global company with more than 55,000 employees serving major brands you love. Every time we help people answer a question, solve a problem or find a solution we create a meaningful connection and job fulfillment. Our teams become friends and are part of our family. Answer the call! Apply now to start your journey to an exciting career with SYKES!
EEO statement
EOE / Veteran / Disabled
Hiring Group
Site Non-Agent
