Team Lead, Customer Service Operations - Full-time / Part-time

JOIN US FOR OPEN INTERVIEWS

Tuesday, Wednesday & Thursday
November 3rd - 5th

9am - 3pm

800 Town Center Drive, Langhorne PA 19047

or apply online today for your premium appointment

The Team Lead, Customer Service Operations is a key position in the success of the local customer service delivery center and SYKES' mission of people serving people. SYKES is a multinational business outsourcing organization with more than 50,000 employee globally and is currently growing in the local market. The Team Lead will directly lead, coach, and engage a dynamic team of customer service oriented agents. Ultimately, engaged call center employees produce higher quality outcomes. Some of our employees even go so far as to say it's like “my home away from home”. Additionally, the team lead will have direct and daily interactions with the client and the client's customers.

That's why we are seeking an individual who:

• has experience leading a service-oriented team with strength and charisma
• has built a career in delivering exceptional customer service in service-oriented industries such as call centers, healthcare, or other direct service related fields
• understands the concept of servant leadership in order to gain the loyalty and respect of the staff providing the direct client engagement
• is confident in communicating with and presenting to both internal and external leadership at all levels
• is comfortable with the shades of grey that accompany leading people

We are looking for brave candidates who share our passion for navigating the business complexity while building a work environment that supports a positive local employment brand and encourages retention of high performers. We want to provide the best possible service to our clients, their customers and in order to do that, we also need to provide outstanding service to our own employees and our communities.

What you'll be doing…

• Directly managing a team of up to 20 customer service agents.
• Cultivating the client relationship through communications, meeting and exceeding contractual obligations and key performance indicators (KPIs), and enrichment of personal connections.
• Meeting company revenue and profitability targets through continuous improvement in service delivery, balancing the outcomes of positive employee and client relations.

What you'll need to be successful…

• Ability to work flexible schedules to support operational hours
• Applied service industry experience; customer service, call center, healthcare, hospitality, travel, hotel, restaurant, or retail preferred
• Proven experience in leading teams
• Proven experience in effectively building employee engagement, fostering a work environment that encourages employee retention and satisfaction, and coaching others to support a positive employment atmosphere
• Confident communications with both internal and external leadership including presentation skills
• High school diploma or equivalent required; post-secondary education preferred

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