Team Leaders for Sales/Travel Account
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Leads and drives the team for continuous improvement towards set goals
• Manage metrics
• Monitors team performance
• Responds timely and accurately to the escalations of the direct reports
• Assist Level 1 support towards 1st time resolution including identifying need for call back
• Verifies problem and validates escalation prior to further escalation
• Escalates problem only when necessary and provide assistance towards resolution
• Maintains a line of communication with the escalation points
• Identify team issues and provide sound advice based on good judgment
• Provides direction and sound advice to the team members (mentor role)
• Develops logical problem solving skills and train the team members• Re-echoes new client training to the team as needed
Education
• University Degree or the equivalent
Experience (number of years and type of experience)
• A minimum of one year previous people management experience or similar position requiring such
• At least 6 months experience in working with customers of varied technical knowledge and business needs
• Experience in travel support environment is an advantage.
Technical or specific skills (e.g. technical, computer)
• Speaks and writes English proficiently
• Proficient with writing reports, business correspondence and procedure manuals
• Excellent/proven technical skills and knowledge
• A working knowledge of computers, the Internet, MS Windows and MS Office
• Counseling or coaching skills
LANGUAGE SKILLS
• Communicates relevant technical information to the TSRs on a timely basis
• Conveys information clearly and effectively both written and verbal
• Listens actively and effectively
• Provides feedback to staff, supervisors, managers and colleagues
• Ability to provide objective feedback to all levels of support
website: www.sykes.com
• Leads and drives the team for continuous improvement towards set goals
• Manage metrics
• Monitors team performance
• Responds timely and accurately to the escalations of the direct reports
• Assist Level 1 support towards 1st time resolution including identifying need for call back
• Verifies problem and validates escalation prior to further escalation
• Escalates problem only when necessary and provide assistance towards resolution
• Maintains a line of communication with the escalation points
• Identify team issues and provide sound advice based on good judgment
• Provides direction and sound advice to the team members (mentor role)
• Develops logical problem solving skills and train the team members• Re-echoes new client training to the team as needed
Education
• University Degree or the equivalent
Experience (number of years and type of experience)
• A minimum of one year previous people management experience or similar position requiring such
• At least 6 months experience in working with customers of varied technical knowledge and business needs
• Experience in travel support environment is an advantage.
Technical or specific skills (e.g. technical, computer)
• Speaks and writes English proficiently
• Proficient with writing reports, business correspondence and procedure manuals
• Excellent/proven technical skills and knowledge
• A working knowledge of computers, the Internet, MS Windows and MS Office
• Counseling or coaching skills
LANGUAGE SKILLS
• Communicates relevant technical information to the TSRs on a timely basis
• Conveys information clearly and effectively both written and verbal
• Listens actively and effectively
• Provides feedback to staff, supervisors, managers and colleagues
• Ability to provide objective feedback to all levels of support
website: www.sykes.com
Labels: Sykes Asia Inc.
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Friday, February 1, 2008.
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