Sykes Team Leader - Fayetteville NC in Fayetteville, North Carolina
TEAM LEADER - FAYETTEVILLE, NC
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 Service Agent level.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Adherence to SYKES policies on ethics and integrity.
Through effective leadership, focuses on team performance and attrition. Manages escalation procedures and ensures service levels are maintained. Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner.
Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring 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 for the client. Works with AM for client information. Dialogues with customers frequently to determine their needs. Builds relationships with internal and external customers. Aligns work processes, structure, and systems to meet customer needs. Builds rapport and establishes trust with coworkers and client.
Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes.
May perform other additional duties and responsibilities as assigned.