Team Leader with English (Night Shift) - Brasov

SYKES Brasov 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.

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 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.

SYKES is now part of Sitel Group. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. With 160,000 people around the globe, we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages.