Life Coach

GENERAL PURPOSE

This position will be assigned to agents when they begin their employment with SYKES, starting at the pre-employment process and remaining assigned to the agents for the duration of the agent's time at the site. The primary role for this position is to inspire the agent and take personal responsibility for their success. This position will help agents fulfill their professional and personal goals by connecting them with others or information that will add value as they pursue their life goals. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Builds relationships with agents.
• Inspires agents through interactions with other leaders, peers and any other member of SYKES.
• Understands what is important to and what motivates agents to help them achieve their professional and personal goals.
• Assist agents with needs related to scheduling, human resources, pay and technical help.
• Ensures agents understand relevant policies and processes at different phases of employment Coordinates with Team Leaders for metric assistance.
• Advocate for agent across departments and leaders within SYKES.
• Ensures agents want to remain with SYKES when it is a situation we can control.
• Communicates with co-workers to research problem and find solution.
• Supports employee development through coaching, counseling, and training.
• Negotiates extended training or added support in addition to one-on-one ongoing contact with agent.
• Communicates with team leader, team members and other teams regarding problems, solutions and trends.
• 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 or equivalent. 12 months experience supervising others and call center experience preferred. Working knowledge of supported operating systems, software, and hardware preferred. Experience in navigating an organization to get issues resolved. Experience in advocating for and supporting others.

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.
• Excellent oral and written communication and interpersonal skills
• Excellent computer skills
• Strictly adheres to the company's policies
• Ability to act with integrity and trust in all work interactions.
• Ability to be trusted with confidential information.
• A team player with the ability to build rapport and establishes trust with coworkers and customers.

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 equal employment opportunity and affirmative action employer. We strive to treat all applicants and employees with respect and dignity. Our diverse workforce provides many benefits, including creativity, variety in approaches to problem solving, and the ability to work effectively in our diverse markets. 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/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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