The Team Manager plans, coordinates, and directs the support service delivery on one or more client account teams. Reporting to the Account Manager, this position takes the lead role in managing daily client support delivery for their team(s). This position is directly measured by the success of her/his team specific production objectives, performance against goals, quality level, and employee development and retention. Indirectly, working with other TM?s and the Account Manager, the Team Manager plays an integral role in the overall performance and profitability of the account. |
ESSENTIAL DUTIES AND RESPONSIBILITIES
Adherence to SYKES policies on ethics and integrity ? 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. ? Drive account financials through team utilization, optimal staffing levels, schedule adherence, and expense control. ? Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. ? Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be thorough, professional, timely, and polished at all times. ? Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes. ? 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. ? Responsible for new employee selection, including interviewing and selection processes. ? 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. ? Directly responsible for scheduling and coordinating the training needs of his or her team. Through stats analysis, call monitoring, and Technician mentoring, the TM should be knowledgeable on the individual strengths and weaknesses of his or her team members. ? Frequently communicate quality expectations to the team and be able to motivate people to want to exceed those expectations. The TM routinely performs technician and Team Lead call monitors and assures that all team
monitors are completed in accordance with account standards.
Directly supervises a staff of representatives
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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
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.
adhere to the Sykes Code of Ethics and Standards of Integrity.
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. 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.
EDUCATION and/or EXPERIENCE
Associates Degree (A.A.) or equivalent from a two-year college or technical school preferred; or at least two years related experience and/or training; or equivalent combination of education and experience required.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...