Senior Team Manager

2 months ago
Job ID


Join Sykes team professionals and we will offer you:


  • professional development through training programs -> modern technologies and customer management
  • exposure to a multicultural and multilingual
  • coaching opportunities
  • real possibilities of career development
  • attractive salary package
  • a modern, dynamic and friendly working environment



A working day in Sykes Team includes some of the below activities and responsibilities:


  • Ensures consistency in service delivery and business processes in the provision of services to client and consumers
  • Manages a team of Team Leaders
  • Report directly to the Site Director and works closely with the Account Director
  • Ensures business alignment to clients’ overall service strategy and requirements
  • Acts as the primary interface between SYKES and client representatives
  • Translates client requirements into effective local level goals and objectives
  • Ensures the team(s) has/have complete awareness and understanding of all SLA’s, KPI’s and business objectives
  • Delivers all reporting as per the account reports suites
  • Plan and develop systems and procedures to improve the operating quality and efficiency of our customer services
  • Looks on adherence to SYKES policies



Are you our type? J

Check out our Sykes employee profile


  • Near-native in Italian and strong English skills
  • Excellent leadership and people management skills
  • At least 2 years of experience as a Senior Team Leader or Team Manager in BPO/ Shared Service/ Customer Support industry
  • Extensive Client management and relationship experience with Italy-based clients
  • Experience in working to achieving and exceeding client expectations, KPI’s and Service Level Agreements
  • Previous responsibility and accountability for Profit and Loss, including the preparation of budgets, contractual pricing and business plans would be an advantage
  • Excellent communication skills both written and verbal
  • Analytical skills - the ability to identify problems collects data, establish facts, draw conclusions and provide solutions
  • Experienced in the use of MS Office: - MS Word, MS Excel and MS PowerPoint as a minimum.
  • Proactive and Innovative


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