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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.

Sr Team Leader

Date Posted: 02/24/2021

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Job Description



Job Title: Sr Team Leader SSJob Code: 11010Job Family: OperationsLast updated: 06/01/2017GENERAL PURPOSE:This position is responsible for leading a team of service professionalssupporting complex clients in a fast-paced and metric-driven environmentguiding customer service agents in delivering service and operationalexcellence through the consistent application of strategies which focuson continuous improvement in the areas of contributions, competenciesand performance. This role provides the thought leadership andinnovation necessary for continuous improvement while ensuring apositive work environment.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 clientobjectives, including delivery on the customer experience that promotescustomer loyalty, brand recognition and revenue generation.? Participates in calibration sessions directed by the traininggroup to closely monitor account performance.? Provides guidance and leadership and serves as a mentor forcustomer service agents? day-to-day activities.? Identifies training /developmental requirements as relates toTransactional Net Promoter Scores and other goals.? Works with Partner Relations Management Team in managingobjectives through daily calls.? Aligns work processes, structure, and systems to meet customerneeds. Builds rapport and establishes trust with coworkers and client.? Identifies, communicates, motivates and educates team memberswith new initiatives? Provides accurate, timely, and professionally written,statistical, and verbal reports to management for historical, currentstatus, and forecasting purposes.? Compiles and reports accountable information to clients (i.e.,performance reporting, billing, systems, staffing, product developmentand complaints) and for distribution to internal management and staff.? Performs requisite administrative tasks, including but notlimited to, report preparation, account reviews and other necessarydocumentation.? Determines appropriate goals and progress measures, providingongoing feedback as necessary. Ensures implementation of processes andsystems that will generate higher productivity and profitability.? Provides direction to the management of the contact centers toensure customer satisfaction, improved call efficiency, low callabandonment rates, increased revenue through promotional programs andimproved employee product knowledge and training.? May perform other additional duties and responsibilities asassignedSUPERVISORY RESPONSIBILITIES: None Yes (See "General Management Duties andResponsibilities" addendum)EDUCATION and/or EXPERIENCE:Associate?s degree in related field required with three to five years?relevant experience including prior supervisory and sales experience ina high volume, fast paced customer service environment; or anyequivalent combination of related training/education and experiencerequired.QUALIFICATIONS:To perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.? Proficient in general computer technical skills; mobile, socialand software.? Working knowledge of supported operating systems, software, andhardware preferred.? Ability to use Microsoft Suite applications.? Demonstrated experience in driving teams toward high productivityand sustained performance.? Proven ability to coach and develop direct reports to achieveboth personal development and business goals.? A team player with the ability to build rapport and establishestrust with coworkers and client.? Knowledge of basic accounting principles.? Technical ability to multitask, use of multiple PC applicationsand knowledge of accounting related services and software.? Strong leadership skills to guide team members in a way thatencourages involvement and increases their sense of ownership.? Strictly adheres and demands strict adherence to the company?spolicies.? Excellent attention to details.? Strong analytical skills and report analysis.? Pursues everything with energy, drive, and a need to finish.? Embraces change and drives growth.? High energy and self-motivated individual who can workindependently 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 ofwork performed and is not an exhaustive list of all responsibilities,duties or requirements.PHYSICAL DEMANDS:The physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to speak and/or listen. The employee frequently is required tosit. The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employeemay occasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, and ability toadjust focus.COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. SYKES is proud to be an equal employment opportunity employer.SYKES is committed to selecting, developing, and rewarding the bestperson for the job based on the requirements of the work to be performedand without regard to race, age, color, religion, sex, national origin,ancestry, citizenship, disability/handicap, marital status, veteranstatus, sexual orientation, pregnancy, genetic information, genderidentity and expression, or any other basis protected by federal, stateor local law. EEO.DISCLAIMER:The preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position.

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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.

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