SYKES Brașov is looking for a Team Leader that knows the way, goes the way and shows the way.
A person that can adhere to SYKES policies on ethics and integrity, focuses on team performance and retention and can manage absenteeism, delivering performance management documentation at the Customer Service Agent level is preferred.
The work schedule is North America specific.
DESIRED SKILLS • Strong leadership skills able to manage various issues that arise; • Focus on team performance and retention, but also customers; • Capable of multitasking; • Ownership and pro-activity; • Tech savvy; • Minimum B2 English level; • Minimum 2 years of previous experience as acting as a Team Leader.
RESPONSIBILITIES • Through effective leadership, focuses on team performance and attrition. • Manages escalation procedures and ensures service levels are maintained. • Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner. • Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process. • Provides training and mentoring for Team Coaches and Team Supervisors when applicable. • Aligns work processes, structure, and systems to meet customer needs. • Builds rapport and establishes trust with coworkers and client. • Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes
BENEFITS • Fixed salary; • Performance-based bonuses; • Meal tickets; • Private medical package; • Other non-financial benefits (discounts, offers); • A multicultural and fun environment filled with challenges, growth opportunities and team activities.