Sykes

Team Manager

US-AL-Montgomery
2 months ago
Job ID
2016-1754
# Positions
1

Overview

Sykes is seeking individuals with prior call center and supervisory experience to join our team as Team Managers.
 
As a Team Manager you will supervise up to 18 full time customer service agents.  You will be responsible for the daily/ monthly performance of the client’s account.  This includes managing attrition, absenteeism and delivering performance management documentation at the agent level.

Responsibilities

  • Through effective leadership, focus 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.
  • Interview and select new hires. 
  • Coach/ mentor team; evaluate agents performance
  • Suggest programs for team motivation
  • Interface with client and attends client calls when appropriate.
  • Works closely with Account Manager; serve as a secondary point of contact for the client.
  • Communicate with customers frequently to determine their needs.
  • Build relationships with internal and external customers.
  • Align work processes, structure, and systems to meet customer needs.
  • Provide accurate and timely statistical reports to management for forecasting purposes.

Qualifications

 

  • 3+ years’ experience in a call center
  • 2+ years in a supervisory or lead role
  • Call escalation and coaching experience
  • Team motivation skills
  • Solid report analysis and analytical skills
  • Excellent attention to details
  • Ability to guide team members in a way that encourages involvement and increases their sense of ownership

 

 

SYKES is proud to be an Equal Opportunity and Affirmative Action Employer. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability

 

Qualified applicants should apply to: Karen.schuman@sykes.com

 

 

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