Job Details
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Job Description
- PURPOSE OF JOB
To help employees to understand the mission of the client and to provide the customer
service objectives. To enable employees to work together as partners and creating a
mentoring atmosphere of ongoing career developing. - KEY RESPONSIBILITIES
Floor Management - Responsible for queue management to achieve Account Service Levels
- Floor-walking to accommodate Agent queries and also for the monitoring of agents
availability for calls - Effectively managing outbound activity
- Agent Support & Development
- Team Motivation - Developing teamwork and job ownership across the account
- Supporting team members on account specific issues (procedural & technical)
- Coaching team members towards PEP(Performance Empowerment Program)
targets
Quality - Monitoring calls and providing feedback
- Leasing with the Quality Monitor and the Supervisor to identify training needs
Operational Duties - Escalating cases to Client contact
- Taking calls & escalated team lead calls
- Taking client escalated calls
- Provide feedback on problem status to customers
- Be proactive and able to collate data and act according to the Client/Customers’
needs - CORE COMPETENCIES
- Result Orientation
- Analysis
- Teamwork
- Communication
- Customer Focus
- 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.
Job Requirements
- EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
- Experience:
- At least 6 months call centre experience essential
- Skills Required
- Fluency in German
- Excellent people management skills
- Team player
- Ability to prioritize and multitask on a daily basis
- Ability to work under pressure and within a changing environment
- Excellent communication and customer service skills
- Excellent call handling skills
