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Team Leader in Fayetteville, NC at SYKES JOBS

Date Posted: 3/5/2019

Job Snapshot

Job Description

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 ServiceAgent level

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Adherence to SYKES policies on ethics and integrity.
  • Through effective leadership, focuses on team performance andattrition. Manages escalation procedures and ensures service levels aremaintained. Assesses, documents, tracks, and monitors problems to ensureresolution in a timely manner.
  • Responsible for interviewing and selection of new hires andevaluating agents, performance management documentation and whereapplicable, initiating the termination process. Provides training andmentoring 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 forthe client. Works with AM for client information. Dialogues withcustomers frequently to determine their needs. Builds relationshipswith internal and external customers. Aligns work processes, structure,and systems to meet customer needs. Builds rapport and establishestrust with coworkers and client.
  • Provides accurate, timely, and professionally written,statistical and verbal reports to management for historical, currentstatus, and forecasting purposes.
  • May perform other additional duties and responsibilities asassigned

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