SYKES Employee Reviews about "team leads"

Updated 28 May 2020

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3.0
49%
Recommend to a Friend
63%
Approve of CEO
SYKES President & CEO Chuck Sykes
Chuck Sykes
1,433 Ratings
Pros
Cons
  • "Customer service reviews were oddly handled(in 80 reviews)

  • "Most of the team leads were cool except for this one lady who always had mood swings, especially when it was(in 58 reviews)

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Reviews about "team leads"

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  1. "Overall, a good experience"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service in Edinburgh, Scotland
    Neutral Outlook
    No Opinion of CEO

    I worked at SYKES full-time for less than a year

    Pros

    Good salary. The team was lovely and became close to my colleagues. The team leads and trainers were helpful at all times and provided me with all the advice and support required. The job itself was easy and, despite having some difficult cases or days, it was usually rewarding.

    Cons

    It took them over 2 months to actually give me the contract. They shifted dates and dates and only were offering contract renewals on a monthly basis, which was not very practical or helpful.

    SYKES2017-08-20
  2. Helpful (1)

    "If you are cut out for typical inbound call centre support work and speak another language then this one is pretty good"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - City of Edinburgh in Edinburgh, Scotland

    I worked at SYKES full-time

    Pros

    They won't fire you if you are having a bad time and your performance is suffering - they are all about support. As long as you are honest with them and genuinely try (punctuality is really important) they will do their best to support you. Even if a client quits and your team is shut down, they will reshuffle you to another team. It's all honest inbound support calls - no dodgy outbound cold calling. Many teams are quite close knit and it's fun working with your colleagues from all over the world. Sykes is really great when it comes to appearance, orientation, need for prayers, disability. All that counts is that you are a reasonable good employee.

    Cons

    Typical call centre structure where resources are often stretched, often you have to work around IT issues, there is periods where the workload is insane and you feel like a firefighter with many close calls and just come home unable to do anything but sleep, and then periods where there is nothing to do and you're bored out of your mind. Management can't do much about many long-standing issues as much of those are created by the demands of the clients (Panasonic, Motorola, etc). Staffing is the biggest issue, because the clients like to get by cheap. That and the team leads being overloaded with work (staffing issues..) can leave you feel unsupported and overburdened, and then finally burned out. So if you are not handling stress very well and tend to complain a lot you won't last long. The pay isn't much above minimum wage either when you start, although that really depends on the second language you speak. Nordics and Germans are always in really high demand and get paid more.

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    SYKES2016-12-26

    SYKES Response

    April 26, 2017HR Representative

    Thank you for your thoughtful feedback and 4-Star Review! As you noticed, every member of the SYKES team is important to us and we value your insights. We work hard every day to balance the needs of the staff while fostering healthy growth for the company.

  3. Helpful (7)

    "Once upon a time..."

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Programmer Manager in Edinburgh, Scotland
    Doesn't Recommend
    Positive Outlook
    No Opinion of CEO

    I worked at SYKES

    Pros

    Believe it or not but once upon a time it was a good company to work for. Very smart and talented people and Managers ,worked there, pay was aligned with competitors, trust and employee's empowerement were expressions that defined the Company. You could easily get a job and move up the ladder and get a £4K increase to move from tech support to Level 2, there was £250 quarterly vouchers that top performers could be awarded with and the overall atmosphere was great while open and honest communication as well as professional attitude was consistently displayed. That was a good place to learn and and then to move onto pastures new while taking a 30 % increase but....

    Cons

    The crisis kicked off in 2007, they tighten the rules progressively, considering that they would always manage to get multilingual backpackers wandering around in desperation to get a job and thus coming to the realisation that the majority of them would leave after a few months anyway, stopped treating their staff with respect, focusing all their efforts on productivity and neglecting quality and humanity. The TMs and Team Leads became police officers, frantically checking timekeeping and absences and being regularly on the edge of breaching HR regulations, an entire department was fired over a speaker phone as the Senior Manager didn't bother turning up in person. The management became very suspicious of people that they previously put in Management positions, micromanaging Team Leaders and putting pressure on them which in turn were adopting the same methods with their Teams. It became obvious at this stage that the company which operated on a merit policy started promoting their acquaintances to Senior Management positions, not based on talent but, how could I put that right... hum... more on their culinary reputation or their famous football Team, no,no not UK, I said culinary... a bit more down south, yes, you got it ,well done and Forza Regazzi! Obviously, the outcome was predictable, the most talented managers left the building to get a new job that they deserved, leaving the company with...well, the one that could not find a job elsewhere should we say.

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    SYKES2016-05-10
  4. "Good firm but there should be some improvement"

    3.0
    Former Employee - Anonymous Employee in Hyderābād

    I worked at SYKES full-time for less than a year

    Pros

    Team Leads are helpful and Cooperative

    Cons

    Cab facility is not good as we have to wait for more than half an hour

    SYKES2020-05-28
  5. "Provides good experience for a remote job."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - CSA - Customer Service Associate 

    I have been working at SYKES full-time for more than 3 years

    Pros

    The management and team leads

    Cons

    The salary could be better.

    SYKES2020-04-01
  6. Helpful (2)

    "The Real AARP Program......"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at SYKES full-time for more than a year

    Pros

    The AARP program is pretty good out of all the Sykes programs. Sometimes it can be laid back and sometimes it can be fast paced depending on the season. The people who work there are pretty great and the program has a family like feel to it 😊. Also this program is off on Sundays.

    Cons

    Now with that being said, this program has been through many changes. After “training” for 2 weeks which consist of looking at video modules, you will be going straight to calls. They are constantly wanting higher conversion rates without raising the pay. There are people there who have been in the program for years and still are not meeting the metrics. The pay is $10.00 an hour and it doesn’t go up. You can be a web, care giving, chat or fraud watch network agent for AARP and you will be paid the same thing. Most of the team leads were cool except for this one lady who always had mood swings, especially when it was “her” Saturday to work. Saturday’s are so slow, that they shouldn’t even have anyone working on the 📞 s. They are always loosing call volume and hours due to other Work at home competitors that the client choose to hire. They raised the conversion rates up and they expect you to get all of these renewals and join payments for memberships, just to reward your hard work with a Sykes T-shirt and a water bottle. (No bonuses since they over hired too many people in the program) they always want you to offer the gold star ⭐️ mandatory question on every call, but they don’t count towards your conversion rate although they use to. This is a bigggg waste of time, work and energy. 🤔 It seems like all they cared about was conversions. Plus there was favoritism with certain agents who was able to play around and not meet the metrics. They were able stay and continue to just be on the team. The account manager wasn’t too nice. A few of the team leads were fake. They would try to pull you aside and laugh with you about something in general and then try to pull you in the corner to catch you in a lie. Some of them are sneaky and deceitful. It seems like all they are doing is trying to kiss up at those meetings with the real client and doing anything to keep their job. They are good for trying to do investigations on certain people, but won’t do any investigation on the agents who have gotten away with doing just almost nothing on their teams for years. They accommodate who they want to accommodate. They are not running that program right. They are now just doing all of these extra trainings and workshops to try to get the agents who have been there for years up to speed so they can pull in more conversations with no change of pay💰 All those different new added on tasks that came with being a universal agent, just meant more labor with less pay. The gift cards went up to $75 to $35 Amazon gift cards as a “prize” for the agents who received the most conversions. The AIBs they gave us was sooo outdated but now they have windows 10 AIBs so I guess it’s an upgrade. Anywho the AARP program is not really a bad place to work. It just needs new improvements and changes. The coaches are good, but some of the management themselves need to be replaced. They are always talking about how agents are going to get written up or “corrective action” for this and that, but truth is some of them need to go. Don’t limit yourself on your opportunities, use this as a stepping stone to get something better. 💯💯💯

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    SYKES2019-11-11
  7. Helpful (1)

    "Not a fun place to work."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Tech Support Representative in Toronto, ON
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at SYKES full-time for more than 3 years

    Pros

    I honestly have a difficult time to think of anything.

    Cons

    There is little oversight on how Team Leads choose to spend their days. Very little opportunity for advancement unless you are a sycophant. Paycheques are late on a regular basis. You have to trust the spreadsheets the managers create to view your metrics rather than have a tool in which you can check them yourself. Cable customers are very angry people, you need to have a thick skin.

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    SYKES2019-10-02
  8. Helpful (1)

    "Customer Support Representative"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I have been working at SYKES full-time

    Pros

    Great technical trainings on products

    Cons

    No development opportunities in the company. Only few positions as product specialist, trainers or team leads.

    SYKES2019-09-03
  9. Helpful (1)

    "The worst company to work for"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Baltimore, MD
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at SYKES full-time for more than 3 years

    Pros

    Some of the team leads are amazing

    Cons

    They dont care about employees, hard to move up in company, low pay for lots of work.

    Continue reading
    SYKES2019-09-22
  10. Helpful (2)

    "I have had many positions at Sykes"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - SQE/Agent/Coach in Springfield, MO
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at SYKES part-time for more than 3 years

    Pros

    Good atmosphere in most programs/ Teamwork and camaraderie is well established working remotely. Great promotion access if in the right program. Great team leads and coaches.

    Cons

    Insecure. Programs end fairly often. Pay is rather low.

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    SYKES2019-06-20

    SYKES Response

    June 24, 2019HR Representative

    This is wonderful feedback! Thanks for sharing your experience at SYKES. We love hearing that you've enjoyed the camaraderie and being part of our Global team. Also that you've had a good experience with our coaches and team leads. That is great feedback regarding stability and we recognize how important that is for anyone to thrive. We'll certainly take this feedback to heart and hope that your experience with SYKES becomes even more rewarding for you as time goes on.

Found 89 reviews