Are you looking for a job where you have the opportunity to use your leadership skills?
Are you driven by developing others and seeing your team achieve their goals?
Then you can be the right person for us!
We are now looking for a Supervisor at our center in Ed.
You will lead and motivate a team of about 20 people and you are responsible for the team's delivery in terms of both operational goals and quality goals.
About the job as Supervisor
As a Supervisor you will be the direct link to the employees in the team.
We see that, through your leadership, you create a committed team where each employee takes ownership and actively works towards their ultimate goals.
You have the ability to inspire and create motivation and you create a sense of security and the opportunity for your employees to grow in their roles.
The role also requires that you have the ability to be solution-oriented and work proactively to ensure a smooth and effective internal collaboration in an environment that is constantly evolving.
You will work in a developing environment with several colleagues and you are responsible for the well-being of the agents and the team's results.
Important areas of responsibility will be:
- Create an inspiring environment with a culture of open communication.
- Manage daily operations.
- Suggest and organize team activities.
- Managing team member performance by coaching members, creating and maintaining development plans, conducting performance appraisals, plan the regular feedback to staff of their performance, recommending training and encouraging individual employee participation in decision making.
- SOE – Adhere to the SOE-process that includes daily checkpoints, daily agent builds and other areas of coaching.
- Responsible for attaining team level productivity goals.
- Measures and tracks team performance against established goals.
- Identifies corrective actions to resolve problems.
- Communicates company policy and procedure to staff and ensure that they are adhered to.
- Monitors and analyses trends to ensure continuous improvement.
- Collaborates with other Supervisors to resolve cross-team problems, issues and needs.
- Responds to escalated customer inquiries.
- Completes, maintains and processes pertinent paperwork and records.
- Schedules, coordinates and facilitates team meetings.
- Ensures that staff have the knowledge and skills required to carry out their function effectively and efficiently.
- Prepares, plans and gives training to the staff.
- Has contact with the client and the team regarding process/legal/policy issues and -procedures.
- Monitors customer handling skills of staff, provide call quality feedback to team members and recommends additional training when needed
- Contributes to creating healthy team climate and motivation to team members.
Your profile
You are driven by challenges, have leadership qualities, and the ability and willingness to find new ways to deliver set goals together with your team. You are an energetic and positive person with a good overview who stress the importance of the development of your team. You show initiative and can prioritize at a high work rate but still maintain your mind for details. You are a team player as most of your working day is to motivate and engage your team and your colleagues.
- Good computer skills
- Excellent communication and leadership skills
- Good knowledge of spoken and written Swedish and English
- Training in Leadership or Team Building is considered a merit
- Previous experience as a Team Leader or Supervisor within an operational business is regarded as a merit
- Previous experience from the BPO sector is regarded as a merit
Who are We?
From the beginning, we’ve been focused on the end result.
In an age of faster technology and expanding communication channels, customers are becoming more and more digitally connected, yet even more distanced from the brands they choose to support.
SYKES supports the full customer lifecycle with its offerings, and strives to help people one caring interaction at a time, truly creating trust between brands and their customer base.
2017 marked SYKES’ 40th anniversary.
The company have accomplished a lot together during its first 40 years, and it will continue to innovate, solve challenges, drive customer value and remain true to its core passion for helping others.
SYKES is a digital marketing and customer service global outsourcer, providing customer-engagement services to Global 2000 companies. With global headquarters in Tampa, Florida, SYKES’ sophisticated solutions satisfy the needs of major companies around the world, primarily in the retail, communications, financial services, technology and healthcare industries.
SYKES’ differentiated end-to-end service platform effectively engages consumers at every touch point in their customer lifecycle, starting from digital marketing and acquisition to customer support, technical support, up-sell/cross-sell and retention.
We provide services through multiple communication channels encompassing phone, e-mail, web, chat, social media and digital self-service.
Science of Service.
We are a company of many perspectives unified by one goal: To help people, one caring interaction at a time.
We believe everyone and every interaction matters.
With an “others first” mentality, we serve with thought and heart, owning every moment, working to quickly, simply, and effectively make things better.
We listen with our brain and speak from our heart, creating a spirit of trust with our clients and their customers.
Currently we have over 80 centers with over 50,000 employees who handle customer contacts in more than 30 languages.
From our 8 Nordic call centers in Sweden, Norway, Denmark and Finland, we deliver services for both small local companies as well as large international companies.
At our call center in Ed we currently employ just over 280 people providing service and support to customers around the Nordic region.