Team Supervisor Site Operations - Full-time / Part-time

GENERAL PURPOSE

Responsible for completing and delivering all weekly agent PEP sessions in order to drive behavioral changes that will impact the desired outcome within the metrics discussed. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. o
• Plays a pivotal role in employee development through coaching, counseling, mentoring, training, and in helping to create a work environment conducive to personal growth and employee satisfaction. o
• Directly responsible for scheduling and coordinating the training needs of his or her team. Through stats analysis, call monitoring, and Technician mentoring, the Coach should be knowledgeable of the individual strengths and weaknesses of his or her team members. o
• Needs to be aware at all times of his/her team's current queue status, performance measures, objectives, and performance trends and be able to report concisely, precisely, and professionally at a moment's notice. o
• Frequently communicate quality expectations to the team and be able to motivate people to want to exceed those expectations. o
• Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes.
• Meet or exceed team's contract production and performance metrics.
• Meet or exceed client and Sykes quality standards.
• Build and maintain a skilled, successful, motivated, team of support representatives.
• May be required to provides customers and end users with product and/or technical phone support by: o
• Receiving transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes' clients. o
• Determining appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution. o
• Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
• May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) EDUCATION and/or EXPERIENCE

• High School Diploma and at least one year related experience and/or training in a customer service environment; or equivalent combination of education and experience required.

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.
• Outstanding oral and written communication and interpersonal skills
• Strong computer skills
• Strong evaluation and analysis skills
• Strictly adheres and demands strict adherence to the company's policies
• Excellent attention to details
• Team Player
• Successful completion of LEAP Behavioral Assessment

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.

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