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  • Dealing with Technical Escalations from designated Agents and ensuring they are investigated and researched to completion for the customer
  • Performing call monitoring, collect findings and implement action plan
  • Analyzing cases and compiling results in excel database
  • Participating and occasionally leading call conferences with the client whilst presenting results and actions
  • Updating and administering Knowledge Base information, including any knowledge information sources
  • Collating and administering Frequently Asked Questions, Technical Tips and Top 10 call drivers
  • Conducting CRM System analysis and providing report and recommendations
  • Manage escalation and research workload in order to meet client agreed turnaround times
  • Ensure timely Weekly Reporting to all key account stakeholders (LOB Specific)
  • Ensure timely monthly reporting to all key account stakeholders (LOB Specific)
  • Work with key stakeholders to increase First Call resolution rates across the account
  • Work with key stakeholders to insure that the quality of service and KPIs are met.
  • Act as direct entry point for any process related items to the client


  • Must participate in Process forums representing Sykes and provide impact assessment on the changes
  • Ensure awareness and proper communication of the Process forum items and follow-ups within Sykes
  • Complete process Changes sign-offs/provide requested feedback on time
  • Ensure smooth and coordinated implementation of changes related to agent processes as per the process description and timelines


Key Deliverables and Performance Metrics:

  • Expertise of local site agent processes overall, including repair and s@pos (if deployed)
  • Help develop, evaluate and continuously improve HP’s Agent Processes
  • Mentor/coach and assess training needs for all agents on customer experience and processes
  • Provide input, advice and expertise on agent processes and tools usage to projects and programs to the client
  • Ensure process adherence and consistency of support quality through Call Quality Monitoring, Case Analysis, API support and signal process issues/gaps to HP


  • At least 1 year with SYKES 
  • No warning in the last 6 months
  • Proficiency in English.
  • Excellent English communications skills.
  • PC and MS Office Literate
  • Must demonstrate strong procedural & technical capabilities
  • Must be able to work under pressure and have a flexible approach