The purpose of the job is to ensure the provision of quality customer service support to the customers of Sykes clients. This will be accomplished by the motivation and first line management of the Communicators, Technical Support Agents and Administration Assistants as well as all other approved resources necessary to meet specified service levels.
2. RESPONSIBILITIES AND END RESULTS
Gain the commitment of employees to the company goals and objectives.
Communication of company policy and procedure to staff and ensure that they are adhered to.
Communication of performance goals and measures to staff and provision of regular and constructive feedback via PEP feedback sessions and Performance Reviews in line with agreed processes and timescales.
Motivation, monitoring, calibration, coaching, training and development of employees as required.
To identify and implement any staff training needs.
To provide counsel where there are performance or conduct issues and, in conjunction with the HR department, to take appropriate disciplinary action where required, in line with the company policy.
Ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalate any issues where appropriate.
Ensure effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency.
Development and implementation of employee work schedules, including breaks, holidays and off-line time.
Resolution of any escalations which occur in line with the agreed procedure.
Meet or exceed account performance measures e.g. abandon rates, average talk times etc. for the team.
Ensure client satisfaction on quality and service levels.
3. PLANNING AND ORGANISING
Ensure that the team is sufficiently staffed through effective scheduling to provide a quality service for the clients.
Organise training and coaching for staff
Plan the monitoring of staff performance
Plan the regular feedback to staff of their performance via appropriate methods, e.g. PEP feedback sessions
4. DECISION MAKING
The post holder will have to make various decisions relating to the performance and conduct of staff in their team.
The post holder will have to resolve staffing issues to ensure that service levels are met or exceeded
The post holder will make decisions relating to customer service and or technical support issues.
· Minimum supervision is required but is readily available.
· On a daily basis calls are monitored to provide information relating to the individuals performance.
Account Managers, team members and colleagues, Local IT department, Human Resources department.
Customers and Clients (where appropriate).
7. EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Full details of both pre and post training minimum skills are held within the department. Pre-recruitment experience, knowledge and skills required are:
Educated to at least HND level or equivalent qualification / experience
Excellent communication skills both written and verbal
Management and interpersonal skills
Report writing and analytical skills
Ability to identify problems, collate data, establish facts and draw conclusions.
Proficient with spreadsheets and word processing software
The ability to stay calm in a crisis
*Employment is subject to a Disclosure Scotland and credit check.
8. 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.
9. 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.