Sykes Interim Team Leader Lakeland II in Lakeland 2, Florida

404BR

Title:

Interim Team Leader Lakeland II

Country:

United States

Job description:

Interim Team Leader Lakeland II

The Interim Team Leader role is specifically designed as a training position for employees who meet the performance criteria and have an interest in progressing to the Team Leader Level. A team will be assigned and over three to four months the employee will complete the PEAK Program and fully assume the responsibilities as assigned to the Team Leader role. Promotion to the Team Leader role will occur upon successful completion of PEAK Program and meeting performance criteria during the training period.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Adherence to SYKES policies on ethics and integrity.

Essential Duties and Responsibilities while in the Interim role are those of a Team Leader:

  • 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.

Some travel required.

Requisition #:

404BR

State/Province:

Florida

Site:

Lakeland 2

Address:

1044 Griffin Rd

City:

Lakeland

Zip/Postal Code:

33805

Travel required:

Up to 75%

Job category:

Operations

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.

Required qualifications, skills and experience:

EDUCATION and/or EXPERIENCE:

High School Diploma and 12 months relevant experience including experience in a Call Center environment or equivalent combination of education and experience. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred. PEAK Program completion is required prior to advancing to a full Team Manager role.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Outstanding oral and written communication and interpersonal skills

Excellent computer skills

Solid report analysis and analytical skills

Strictly adheres and demands strict adherence to the company’s policies

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 work interactions

Ability to be trusted with confidential information.

A team player with the ability to build rapport and establishes trust with coworkers and client

Indentifies, communicates, motivates and educates team members with new initiatives

Ability to motivate others beyond the status quo q while understanding the needs of team members

Ability to guide team members in a way that encourages involvement and increases their sense of ownership

COMMUNICATION SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables 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 that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.