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Job descriptionGet SYKED to join our family!Sykes is looking for former Enterprise associates to join our team as a Team Leader. 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.About SYKESEvery time a SYKES customer service representative takes a call they have the chance to help someone answer a question, solve a problem, or find something they need. Helping others, we find meaning in our jobs, while working with people who become friends and who are fun to work with. With supportive, caring leadership, our reps enjoy ongoing career opportunities. Serving clients in an array of businesses, our call reps learn about some of the most exciting and leading industries in today's economy.EEO statementCOMMITMENT 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 experienceWhat you will do:
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.
Works with AM for client information. Dialogues with customers frequently to determine their needs. Builds relationships with internal and external customers. Aligns work processes, structures, and systems to meet customer needs. Builds rapport and establishes trust with coworkers and clients.
Desired qualifications, skills and experienceRequirements
Experience as a team lead or manager in a virtual environment
Have the ability to work from home
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.
