John has been a member of the SYKES family since 2016, when he first started as a customer service agent for a telecommunications client. Though it was his first customer service position, he exceeded his sales targets month after month and was often ranked in the top 10 for sales. Within the year, he was promoted to Work Force (OMD), a position he held until the close of the contract in 2018. Shortly after that, he began supporting a new financial services client as a quality analyst and started the new year off with a bang with a promotion to team leader.
What do you do?
As a quality analyst, I make sure our customer service agents are following our procedures and delivering the best possible customer experience.
What’s a typical day at SYKES like?
The first thing I do when I settle into my desk is look at the scores from the day before to see where we can improve and where I may need to do some coaching. I’ll check emails to make sure there’s nothing urgent, grade a few evaluations and send a few emails out to the floor. Then I’ll walk around the floor answering questions, coaching and just helping out wherever I can.
What’s the best part about working at SYKES?
Interacting with agents, coaching them and seeing them grow.
What are the qualities that make a great SYKES agent?
Really making the customer feel special. There are times when we can’t help, but it’s important to make sure we are empathizing with them, putting yourself in their shoes and really providing that customer service experience.
What are your hobbies outside work?
Bowling, playing piano at my church and playing cards
If you were a superhero, what power would you have?
The ability to heal
Which app can you not live without?
What’s your go-to meal when it’s your turn to cook?
Baked macaroni and cheese
What TV show are you currently binge-watching?
If you were a pro baseball player, what would your walk-up song be?
“You” by Jermaine Dolly
When you were little, what did you want to be?
Where do you see yourself in 5 years?
I would love to be an account manager here at SYKES. I’ve had such a great SYKES experience and made some lifelong friends here.
WILL YOU BE THE NEXT SYKES SUPERSTAR? Explore career opportunities with SYKES.