SYKES

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WORK AT HOME - Team Supervisor

WORK AT HOME - Team Supervisor

Job ID 
2017-58633
# Positions 
5
Location 
US-CO-Denver
Posted Date 
9/27/2017

More information about this job

Overview

Sykes Enterprises Incorporated

Job Description

 

 

Job Title:                   Team Supervisor - Work at Home

 

GENERAL PURPOSE:

This position is responsible for assisting the Team Leader/Account Manager with daily activities, supervising one or more Customer Service Agents, handling customer service inquiries and problems.  Typically provides input into hiring decisions and performance, but does not make hiring decisions or conduct performance appraisals.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Adherence to SYKES policies on ethics and integrity.
  • Routinely supervises two or more full time Customer Service Agents.
  • Responsible for completing and delivering all weekly agent coaching sessions in order to drive behavioral changes that will impact the desired outcome within the metrics discussed.
  • Plays a pivotal role in employee development through coaching, counseling, mentoring and training. Responsible for scheduling and coordinating the training needs of his or her team.
  • Identifies system and workflow improvements to enhance the Customer Service Agent's efficiency
  • Frequently communicates quality expectations to the team and be able to motivate people to want to exceed those expectations.
  • Monitors live customer calls, assess Agents quality of service, and provide feedback to team members.
  • This role will also require some on phone time as directed by business needs.
  • May perform other additional duties and responsibilities as assigned.

 

EDUCATION and/or EXPERIENCE

High School Diploma and minimum 6 months relevant experience 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.

 

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
  • Strong computer skills
  • Strictly adheres and demands strict adherence to the company’s policies
  • Excellent attention to details
  • Team Player
  • Some travel required.

 

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.

 

SECURITY COMPLIANCE:

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Additionally, all employees world-wide are 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 safe and secure working environment for all SYKES' employees.

 

ETHICS COMPLIANCE:

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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability.

 

DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position.  It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.