Sykes Team Lead BGCO in Fayetteville, North Carolina
Team Lead BGCOinFayetteville, NCatSYKES JOBS
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Job DescriptionSykes Enterprises IncorporatedJob DescriptionJob Title: Team LeaderJob Code: 10690Job Family: OperationsLast Updated: 09/03/2014 GENERAL PURPOSE:This position routinely supervises two or more full time customerservice agents. Responsible for the daily/monthly performance of theclient?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.SUPERVISORY RESPONSIBILITIES None Yes (See ?General Management Duties andResponsibilities? addendum)Directly supervises a staff of Customer Service AgentsEDUCATION and/or EXPERIENCEHigh School Diploma and 12 months relevant experience of which 6 monthsmust be in a Call Center environment or equivalent combination ofeducation and experience. Working knowledge of supported operatingsystems, software, and hardware preferred. Understanding oftroubleshooting processes, technology and tools preferred. PEAK programcompletion.QUALIFICATIONSTo 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.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.? Outstanding oral and written communication and interpersonalskills? Excellent computer skills? Solid report analysis and analytical skills? Strictly adheres and demands strict adherence to the company?spolicies? Excellent attention to details? Pursues everything with energy, drive, and a need to finish.? Embraces change and drives growth.? Ability to act with integrity and trust in all workinteractions.? Ability to be trusted with confidential information.? A team player with the ability to build rapport and establishestrust with coworkers and client.? Indentifies, communicates, motivates and educates team memberswith new initiatives.? Ability to motivate others beyond the status quo whileunderstanding the needs of team members.? Ability to guide team members in a way that encouragesinvolvement and increases their sense of ownership? Some travel required.COMMUNICATION SKILLS:Ability to read, analyze, and interpret general business periodicals,professional journals, corporate procedures/regulations. Ability towrite reports, business correspondence, and procedure manuals. Abilityto effectively present information and respond to questions from groupsof managers, clients, customers, and the general public.REASONING ABILITY:Ability to solve practical problems and deal with a variety of concretevariables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written,oral, diagram, or schedule form.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.SECURITY COMPLIANCE:Employees are required to maintain compliance with SYKES safety,security, and privacy programs. Additionally, all employees world-wideare responsible for being an active participant in the SYKES safety,security and privacy programs to protect SYKES' business operations,facilities, and physical and intellectual property and to ensure a safeand secure working environment for all SYKES' employees.ETHICS COMPLIANCE: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. Employees are encouraged to observe the highest standards ofprofessionalism at all times, and are expected to adhere to the SYKESStandards of Conduct for Compliance and Integrity (www.sykes.com). SYKESis proud to be an Affirmative Action and Equal Opportunity Employer. Allqualified applicants will receive consideration for employment withoutregard to race, color, religion, sex, national origin, or protectedveteran status, nor will they be discriminated against on the basis ofdisability. Women, minorities, individuals with disabilities andveterans are encouraged to apply. EEO/AA/M/F/Vet/Disability.DISCLAIMERThe 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. To perform this job successfully, anindividual must be able to perform each essential duty satisfactorily.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.