Job Title: Supervisor
Reporting To: Program Manager
Site: Cairo
PURPOSE OF JOB
Responsible for the delivery of Training Program Development Methodology(TPDM) and other training modules as required, fully informing agents in all tasks, procedures and working instructions necessary in the execution of their daily tasks and duties, as well as maintaining overall quality and defining knowledge gaps.
KEY RESPONSIBILITIES
To manage the performance of the team, develop and coach team members when they are carrying out their normal duties
To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
To deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary
To conduct regular 1:1 daily checkpoints and weekly PEPs
Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
To manage the workloads of the team, motivating them to ensure that all KPI’s are met
To communicate effectively with the team ensuring that all messages and information are being communicated consistently
Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
To manage client relationships where applicable
To manage the day to day activities in the call center with your peers and OMD team
To ensure that agreed service levels for the support are consistently delivered across all lines of business
To be flexible, independent and innovative
To communicate with Remote sites and Client - on a weekly basis
CORE COMPETENCIES
- Execution
- Communication
- Result orientation
- Customer Focus
- Leadership
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Fluency in English
Candidates should be qualified to University Degree level or equivalent
Knowledge in Microsoft Office – Word/PowerPoint/Excel
Previous Call Centre management experience (an advantage)
Effective Knowledge of SYKES Client Accounts and Structure
High Level Knowledge of PC applications – Hardware & Software (Preferable)
Excellent communication skills
Ability to work on one’s own initiative and under pressure in order to achieve results and targets
Demonstrate organizational and time management ability
Professionalism to deal with people management issues as they arise Good attention to detail a requirement
SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. 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 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 SYKES policies on ethics and integrity.