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Employee Spotlight

Amanda Diaz

Team Leader

Amanda Diaz had her story written. As a freshman at Temple University, Amanda was studying to be an accountant. In the meantime, she had a part-time gig at a movie theater for extra cash (with the added perk of unlimited free movies). Then, there was a slight plot twist … before the end of her first semester, Amanda had a gut feeling that accounting just wasn’t right for her. Once she decided that, at least for the moment, college wasn’t the right choice for her either. She knew she would need to find a stable job that would help her pay the bills. She wasn’t quite sure what she wanted to do … she just needed something. Then one day at work, she met a SYKES recruiter who told her about a new company coming into town. “She said she thought I’d be a great fit, and I decided to give it a try,” Amanda said. Spoiler alert: Happy ending ahead.

What do you do?

My team provides tech and customer support for a leading consumer electronics company. As a team lead, my goal is to help every agent unlock their full potential, so they can become the next SME (subject matter expert) or team lead.

What’s a typical day at SYKES like?

I try to come in 30 minutes early to get my computer going and start on some admin tasks. I grab quality scores from the day before, handle timecard entries, etc. I keep our metrics on a whiteboard, so I update that. Then I hit the floor with SMEs and start guiding and assisting agents as needed, tapping in on calls and giving that one-on-one feedback.

What has surprised you about working at SYKES?

The drive that everybody here has to make everybody else better. I didn’t have that before working here. Take my story: I started as an agent, but my account manager pushed me out of my comfort zone and helped guide me to where I am now. Within the past 18 months, I’ve gone from agent to subject matter expert to team lead.

What’s the most rewarding part of your job?

Getting to know my team of seven agents and coming up with outside-the-box ways to train each of them based on how they learn. For example, I’ve been working with one agent in particular who was struggling with her AHT (average handle time) quality scores. I sat down with her and got to understand how she learns. I realized that a standard PowerPoint wasn’t going to work because she is more of a visual, hands-on learner. So I took her to the base lab with all the products, and I showed her exactly how to do it, then I stepped back and had her do it on her own. I had to take a more creative approach.

What are your favorite hobbies?

I’m a nerd! I like technology. If a computer or something else electronic in my house breaks, I’m the go-to girl. I also draw animated characters, paint and sculpt.

What are you currently binge-watching?

Riverdale, Grey’s Anatomy, Chicago Fire and Chicago PD

If you could time travel, where would you go?

Medieval or Victorian times

Talking or texting?


What gets you excited to come to work?

I enjoy helping people, so anytime I can help a customer or an agent, it’s really one and the same for me.