Job Title: Team Leader SS - Expedia
GENERAL PURPOSE: This position is responsible for leading a team of service professionals in a fast-paced and metric-driven environment guiding customer service agents in delivering service and operational excellence through the consistent application of strategies which focus on continuous improvement in the areas of contributions, competencies and performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ø Adheres to SYKES policies on ethics and integrity.
Ø Analyzes data to guarantee key performance measures are met, while aiding in the removal of barriers to success.
Ø Provides direction to employees on achieving specific client objectives, including delivery on the customer experience that promotes customer loyalty, brand recognition and revenue generation.
Ø Participates in calibration sessions directed by the training group to closely monitor account performance.
Ø Provides guidance and leadership and serves as a mentor for customer service agents’ day-to-day activities.
Ø Identifies training /developmental requirements as relates to Transactional Net Promoter Scores and other goals.
Ø Works with Partner Relations Management Team in managing objectives through daily calls.
Ø Aligns work processes, structure, and systems to meet customer needs. Builds rapport and establishes trust with coworkers and client.
Ø Identifies, communicates, motivates and educates team members with new initiatives.
Ø Provides accurate, timely, and professionally written, statistical, and verbal reports to management for historical, current status, and forecasting purposes.
Ø Compiles and reports accountable information to clients (i.e., performance reporting, billing, systems, staffing, product development and complaints) and for distribution to internal management and staff.
Ø Performs requisite administrative tasks, including but not limited to, report preparation, account reviews and other necessary documentation.
Ø Bilingual (spanish speaking) prefered but not required.
Ø May perform other additional duties and responsibilities as assigned.