After working as a manager in the retail sports and footwear world for many years, Marc knew that he was ready to ditch the stressful weekend and holiday hours and find a company that shared his values. One day, he went to a job fair, hoping for the best. The very last table he visited happened to be SYKES. Three months later, he was in a new role … and within a few months, he realized: This was it. A role he could grow into. An office environment that appreciated his feedback and would recognize his potential. At long last, he’d found the perfect fit. More than 10 years later, Marc is a Team Lead and he’s known around the office as the “resident motivational speaker,” always helping people to see their true potential.
What do you do?
I manage a team of customer service agents at our SYKES Lakeland center.
What’s a typical day at SYKES like?
I come in early, check emails, run reports and check the schedule. I do a walk-through and touch base with the agents on my team. Then I start preparing for coaching sessions with agents on specific topics.
What’s the best part about working with SYKES?
What’s rewarding for me is knowing that I push people beyond what they believe is their limit. By that I mean, if I have an agent who I believe is a good fit for a position, but they’re not confident in themselves, I bring them in and I talk to them. I ask them why they don’t see themselves being able to do it. Then I show them that they need to value themselves more and paint a picture of their strengths.
How did you know SYKES was the perfect fit?
They’ve listened to my feedback and ideas and empowered me to lead the charge. Right now I’m spearheading monthly team leader meetings and hopefully starting a program where SYKES partners with Habitat for Humanity to expand our community footprint.
What accomplishment are you most proud of?
Seeing employees I’ve interviewed, hired and mentored reach the level they wanted to reach. I love when I put someone on a plan, they work the plan and reach the goals we set at the very beginning.
Where will we find you when you’re not working?
Dancing bachata, salsa or some other Latin dance with my wife or taking a cruise.
What app can you not live without?
Google News app
What would your superpower be?
Helping people see the potential they don’t think they have
As a kid, what did you want to be when you grew up?
What TV show are you currently binge-watching?
“Suits” and “Wu Assassins”
Where do you see yourself in five years?
Ideally, I’d like to be an Account Manager. The agents on my team have told me I need to look into motivational speaking, so I’m looking at putting together some training around that.
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