Team Supervisor Buchanan, VA in Vansant, VA at Sykes

Date Posted: 8/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Vansant, VA
  • Date Posted:
    8/3/2018

Job Description

Team Supervisor Buchanan, VA

This position is responsible for assisting the Team Leader/Account Manager with daily activities, supervising one or more Customer Service Agents, handling customer service inquiries and problems. Typically provides input into hiring decisions and performance, but does not make hiring decisions or conduct performance appraisals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
> Adherence to SYKES policies on ethics and integrity.

> Routinely supervises two or more full time Customer Service Agents.

> Responsible for completing and delivering all weekly agent coaching sessions in order to drive behavioral changes that will impact the desired outcome within the metrics discussed.

> Plays a pivotal role in employee development through coaching, counseling, mentoring and training. Responsible for scheduling and coordinating the training needs of his or her team.

> Identifies system and workflow improvements to enhance the Customer Service Agent's efficiency

> Frequently communicates quality expectations to the team and be able to motivate people to want to exceed those expectations.

> Monitors live customer calls, assess Agents quality of service, and provide feedback to team members.

> This role will also require some on phone time as directed by business needs.

> May perform other additional duties and responsibilities as assigned.

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