In this Issuu: HR Spotlight. . . . . . . . . 2-6 SYKES News. . . . . . . . 7-11 SYKES Safety. . . . . . 12-13 SYKES In The Community. . . . . . . . . . 14
HR SPOTLIGHT
Inside the Interim Team Leadership Program
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he thought of a typical interim program conjures up intimidating images, something akin to a corporate version of The Hunger Games: eager and ambitious agents battling it out for position and recognition. The Interim Team Leadership program isn’t typical. Instead, leadership is cultivated through one-onone conversations, relevant training, and real world experience that empowers agents to advance their careers, leadership, and potential. “The interim team lead program allows a new Team Leader to step into the role for a period of 90 – 120 days to develop the skills needed to successfully lead a team,” said Dani Wood, HR Support Specialist. “Participants are given the opportunity to try the leadership role on for size while experiencing the support, resources, and encouragement they need to succeed.” More than two hundred agents have stepped into the program since its inception in 2011. How It Works When Team Lead positions become available for a brick and mortar site account or work-at-home home account, agents with a history of performance and possibly supervisor experience can apply to fill the position as Interim Participant an Interim Team Leader. Tommie Hayness III Interim Team Leaders are given a team, and operate as a Team Lead would with the added support of a sponsor. Both sponsors and agents have the opportunity to self-identify if they’re right for the role, and receive added training to get the most out of their time in the program. Through the Interim Team Leader Program, Interims discover what their leadership style is, how to best handle the challenges of the job, and if this type of role is right for them. During the program, Interim Team Leaders are paired with a tenured Team Leader or 2 www.SYKES.com
Account Manager – a sponsor – that provides support, guidance, and coaching related to work in a leadership role. Interim Participant The program also allows Ritesh Mahbubani flexibility to meet the needs of each individual site and account. As the program expands to new sites and locations, interest and participations grows.
Exceeding Expectations The Interim Team Leader program is powered by the vision of Krista Gillick and Dani Wood. Together, they share a passion for people, and watching leadership come to life through the program. “The Interim Team Leader program is fueled by active learning,” said Gillick, a North America Human Resources Manager. “Participants aren’t in hypothetical situations or learning in theory – they’re doing the work with support from sponsors. It develops consistent progression and growth in our leaders, at a natural pace.” Interims learn about leadership styles and financial logistics, as well as how to effectively and profitably run a team. Sponsors routinely check in with Interims, providing accountability and recognition. “The program’s purpose is to grow Interim’s in their journey as a leader and help them develop their own story,” said Wood. Sponsor Support Gillick and Wood help ensure the Interim Team Leader program is as efficient as it is valuable. “We often hear that sites are struggling to find the resources to sponsor up-and-coming leaders,” Wood said. “The truth is, we cannot afford to not make the time to develop leaders. We structured the interim program to add value to both sponsors and Interims, so each side of the coin is growing and developing in leadership. The program provides accountability for both the Interims and the sponsors, ensuring both individuals are making forward progress, improving training, and that neither is getting lost in the everyday busyness of operations.”
Through Wood’s organizational support, sponsors are able to focus on supporting Interims. “Through one-on-one meetings, sponsors get a sense of how important it is to develop leaders,” Wood said. Final Presentation Upon completion of the program, Interims present the story of their experience to a panel of financial and operational leaders, members of human resources, and sponsors. “During the panel presentation, the Interim Team Leader tells their story of Interim Participant Jesus Gill-Vega self-development, their understanding of the financial levers that impact the business, illustrates how they build and sustain relationships with team members. They also showcase the team’s performance, metrics, and any special projects
or site impacting contributions,” Wood said. While not all Interims choose to advance to the corporate Team Lead position after the program, so far 144 graduates have gone on to accept higher levels of leadership within the SYKES organization.
Interim Participant Jesus Gill-Vega
“This program results in stronger, more confident leaders – no matter what role they’re in,” Wood said. The pictures shown throughout the article depict the Interims sharing the “rough draft” of their panel presentation with their operations team, sponsors, Krista Gillick, and Dani Wood – ensuring that they have all the components and are ready for the final. We give them guidance and suggestions and feedback during the progress. We are looking for performance, program knowledge, confidence, relationships with their team, leadership qualities and more.
Match the HR employee with their first job!
HR EMPLOYEES
FIRST JOBS
Melanie Scheepers
Hostess at a pizza place
Katie Allen
At a greenhouse
Deanna Widener
Mascot at Chuck-E-Cheese
Lauren Allen
Sesame Place
Stephanie Rogers
Working at a local hardware store
Sarah Johnson
Paul Inson
Pool hut waitress
Jessica Willingham
Little League umpire
Jennifer Harrielson
Cleaning construction sites
Amanda Cannon
McDonalds crew member
Norwegian Cruise Lines
Lauren Allen – pool hut waitress Sarah Johnson – hostess at a pizza place Katie Allen – mascot at Chuck-E-Cheese Jennifer Harrielson – cleaning construction sites Paul Inson – little league umpire
Melanie Scheepers – McDonalds crew member Amanda Cannon – working at a local hardware store Deanna Widener – Sesame Place Jessica Willingham – a greenhouse Stephanie Rogers – Norwegian Cruise Lines
ANSWERS www.SYKES.com
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HR SPOTLIGHT
Interview with Inson
P
aul Inson is a lot of things: Vice President of HR Service Delivery for North America, veteran of the human resources industry, boss, and a loyal Michigander. But if you ask him, he prefers this definitive title: change agent. Inson began in human resources as an undergraduate intern and today he champions change within the North American region of the SYKES organization. He didn’t plan on a career in HR, and the road to his corner office has been a long and winding journey. Yet, Inson believes in the winds of fate. Below, he discusses his professional journey, his personal passions, and why life on auto-pilot just isn’t for him. Tell me about your journey to SYKES. As a part of my business degree at the University of Michigan I had to do an internship. I got one with a company called Digital Equipment Corp. They picked me to help spearhead a project in the HR department. I got called back for a second internship, and before that was over I was offered a full-time job. I was a permanent HR dweeb, and I hadn’t even graduated yet. That was 1988. That experience propelled me and led me on this 25-plus year journey. What about HR made you want to make it a career? THR is diverse, and I like people interaction. When I got into more leadership-type roles and management, I liked it because I really felt I could make a difference in people’s lives and help Paul Inson and his wife organizations turn their crumbling cultures into killer ones. How would you describe your work to a stranger? I joke around a lot and say I hire and fire people. [laughs] Deep down, I’m a people leader that helps organizations change. I help align people in this ever-changing, crazy business of ours. I’m a change agent, a connector, and a facilitator. What’s a big risk you’ve taken professionally or personally? How did it turn out? One of the biggest risks I’ve ever taken was moving
away from my home in the Midwest. I could have been safe and hung out in Michigan and had a cool job there. But there was something that was calling me for something different. Paul Inson Looking back now, it was the absolute best thing I could have done personally and professionally, and no doubt for my family. I didn’t map out this course or this career of mine. I allowed the winds of fate to blow me wherever they needed to take me. I’m happy and very blessed the wind pushed me to Denver, to Alpine Access, and SYKES. Who in your office inspires you? I can go up and down every chair in the office and talk about the people I work with. So many people have helped me survive and thrive through the organization. The one thing that amazes me about this entire team is how much they believe in what we’re doing - how loyal and committed they are. The main reason I’m here, and will continue to be here, is to help give back and lead them. I’m amazed and really thankful that they believe in me. What’s the most rewarding part of your job? The most frustrating? The most rewarding part of my job is helping put people in a position where they can feel good about themselves and make a difference. I see so many instances where you have the right people, just in the wrong role. I want to fix that. I’ve been afforded a great opportunity and freedom in my role to do that. And I think I do it pretty well. I get a lot of joy out of it. The most frustrating part of my job is not always being able to get my way. I’m pretty strong in my beliefs and convictions. That’s the most frustrating part – when you know it, believe it, you can smell it and touch and feel it, but for whatever reason you can’t do it. What is the one thing you wish businesses and organizations knew about change? That it’s harder than you can ever imagine. That it’s all about the people. It’s going to take ten times longer than you think, but if you do it right, it’s oh so worth it. And don’t be afraid, because nothing is ever permanent.
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Get To Know Kelly Barchie, Employee Relations Specialist
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ow does the LOA team help employees? As a “Leave Specialist”, we understand that our employees are incredibly diverse, and require individualized assistance. We believe that by working with employees to accommodate their needs, we will create a culture that allows them to reach their greatest potential.
Who do you serve? We assist agents with disabilities or serious health conditions, as well as employees whose family member has a serious health condition. Generally, when an employee contacts the LOA Team, we gather information on their needs, and work with them to provide a reasonable accommodation. This could be a leave of absence, so they can take the time they need to heal before returning to work. It could also be a workplace accommodation, like a schedule adjustment, additional breaks, or some one-on-one training. We evaluate each request on a case-by-case basis and try to think outside of the box to create solutions that work for both the employee and the program.
What is the best part of your job? Without a doubt, the best Kelly Barchie part of my job is when an employee comes to me with an issue that they feel they can’t overcome, and we work together to find a solution. After putting the accommodation in place, they feel more comfortable and confident, which shows in their performance. Sometimes they will contact me after the fact, and let me know how much it means to them that we went the extra mile to set them up for success.
LOA At A Glance Here’s how you can get in touch with the LOA team. Contact: home-LOA@sykes.com Include: Name, Employee ID number, and Program When can I expect a response from the LOA team? Within 48 hours pf submitting a request Where else can I find information? The SYKES Employee Handbook
Employee Assistance Program Stats 98%
• 98 percent of employees reported
96%
satisfaction with their EAP experience.
89%
• 96 percent of users are employees, although the program is available to any SKYES employee family member.
• 33 percent of employees sought financial assistance, and a large majority of those employees needed help budgeting. 33%
29%
• 89 percent of employees received face-to-face consultation services.
• Nearly 30 percent of employees went online for help with managing relationships.
www.SYKES.com
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HR SPOTLIGHT
A Sit Down With Susan
S
usan Pagliarini believes in the process. Whether she’s calculating a risk, facilitating a conversation between managers and employees or making her next career move, Susan is always blending the methodical and emotional to make decisions, create solutions, and impact the SYKES organization. Susan began her career in accounting, was an analyst in information technology, and finally landed with SYKES as a Business Partner in Human Resources. Today, she helps managers and employees untangle difficult situations – from schedules to communications and life transitions. Below, she discusses her journey to the career she never planned on, and why she’s here to stay. Tell me about your journey to SYKES. It was not a straightforward path. I spent most of my career working first in accounting and then in IT as an analyst. In both of those fields, I was really dissatisfied. While I was a consultant the recession started and opportunities dried up. I was laid off. I took that opportunity to work with a career consultant – I had spent all that time in the IT industry, but knew I was never really happy. While working with the career consultant, HR popped up as an area I ought to explore. Was that surprising? The career consultant helped me put the framework around feelings I’ve always had about my work and where I fit. The best part about IT to me was training – I loved talking to people and that one-on-one interaction. What did you do with that new information? I had an opportunity to do an internship with Alpine Access in Lakewood in 2008, maybe 2009. I was working with Paul and his small team at the time, doing a lot of different things. I was here about a year, but the position was temporary. I went on to work somewhere else, but after a couple of years I felt the same disconnect with what I was doing. I remembered that the last time I really felt good, I was with Alpine Access. I called Paul, and here I am. If you had to describe your job to a stranger, what would you tell them? I work in employee relations, and it runs the gamut. It’s everything you can imagine and things you can’t even imagine. Things you don’t want to imagine! I work with people, and all of the things that people experience and how it impacts their ability to work. I also facilitate interactions between employees and managers. 6 www.SYKES.com
I didn’t map out this course or this career of mine. I allowed the winds of fate to blow me wherever they needed to take me. I’m happy and very blessed the wind pushed me to Denver, to Alpine Access, and SYKES. What is the most rewarding part of your job? There is a satisfaction in this position that I’ve never experienced in a job before. At the end of the day, I know that I have made an impact to individual people. When I was working with software, I never felt that I could trace my contribution. It didn’t matter how many people told me, it was never anything I felt. Now, no one has to tell me. I also love that every day is a new challenge. There are times when I feel like I need to have the wisdom of Solomon. I’m talking to people, their managers, and they’re both looking at me for an answer. I don’t always know the answer, but I have the figure it out. There’s the challenge of dealing with people’s issues – people are messy. What is the most frustrating? The complicated and hard part of my job is bringing people to some sort of understanding. I like to bring people to resolutions, but it’s very hard. I feel like a diplomat. Now I know why we can’t have world peace! [Laughs] How to you approach those hard situations? You need to be able to break down problems, especially when a lot of issues hit you at once. One of my strategies is breaking down the problem, and untangling it. A lot times, there is a lot of tangled up things and once you start peeling them apart, it becomes more obvious what you need to deal with and the order in which you need to deal with it. Do you have any regrets? My mistake early in my career was getting locked in to money. I took a job right out of college - an accounting job – that paid very well and only went up from there. After a few years I told myself I couldn’t start over. I knew I wasn’t doing work that fulfilled me, but I let the wrong thing motivate me. What advice do you have for someone starting out in their career? Your gut will tell you what is right. Go with your instincts. The money is important, and it will come. And if you do something you love, you’re going to be better at it, right? So eventually the money will come. So listen to your heart, and then follow it. What do you love about working with SYKES? I marvel at it on a regular basis: everyone does care, everyone gets along well with each other. It’s truly a team in all the positive ways.
SYKES NEWS
Ingredients for Your Recipe for Success
M
ore of our SYKES A+ Agents have shared great advice on things that make them successful at their job. Think about implementing these into your routine if you’re not doing them already!
Do YOU consistently meet or exceed your metrics? If so, we want to hear from you! This section of the newsletter is devoted to SYKES A+ Agents -- a forum for employees to share and learn what other agents do routinely in order to perform at a consistently high level! Please email the key ingredient of your recipe for success to Home-GetSYKED@sykes.com.
Kudos from Clients
E
very month, we will be sharing kudos from our clients directed either to an entire team or an individual employee. Our first quote comes from CitiPrepaid, a client at the brick and mortar site in Bloomsburg, Pennsylvania. Congratulations to Beth and her team for doing what it takes to earn these words of praise!
“Thank you Beth for your support and assistance as we worked through the 3CS emails to SYKES transition. Helping me with this testing on Easter Sunday was above and beyond being a great business partner!!”
Debbie Ballard CitiPrepaid to Beth Hanson at the Bloomsburg site www.SYKES.com
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SYKES NEWS
Houston Area Employees Gather for Picnic
O
n Saturday, May 2nd, fifteen employees living in the Houston area and their families gathered at Bayland Park to celebrate spring and to take advantage of an opportunity to meet other SYKES work-at-home employees. SYKES grilled out burgers and hot dogs, employees brought appetizers and sides to share with the group, and everyone enjoyed the beautiful day getting to know each other! There were members of eight different work at home programs in attendance, giving those that attended the chance to learn about what other programs do on a daily basis.
Jennifer Tucker (Albert Einstein Health Network) and Jennifer Van Dusen (AT&T Android)
Shotsey Jacobs, Team Leader on AT&T, was our wonderful local host and helped to organize the picnic. She had a wonderful time, stating “I loved spending time with fellow SYKES employees! Meeting friends I have worked with in the past and making new friends was so much fun. The time spent felt like a “family reunion”; we laughed, exchanged numbers, Facebook and instant messenger ID’s, to keep in touch and made plans to meet for dinner in the near future. Thank you leadership for making it possible for us to meet; I’m looking forward to next year’s Picnic.” Thank you to everyone that attended!
Nylia Sandoz (Park University), Tonjia Merritt (Sprint Connected Vehicle) and their families
Carlos Jimenez (AARP) and Samantha Gronemeyer (Zotec Partners) with their families
Group photo of employees being silly
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SYKES Allentown and Langhorne Honored by Pennsylvania Governor
S
YKES Allentown and SYKES Langhorne were recently honored with the 2015 Governor’s Achievement Award--Pennsylvania Department of Public Welfare! SYKES was one of three companies to receive the award. Also, the company was nominated in two different counties independently, which is rare. The Governor’s Achievement Award is presented to a select number of companies that work closely with CareerLink, a Pennsylvania state agency that assists unemployed individuals develop their interview skills, draft resumes, and enhance their job search skills, among other valuable services.
Mike Taney accepting the award
The award
SYKES’ truly engaging partnership with CareerLink aims to help individuals with the ever stressful job search process. SYKES has partnered with CareerLink over the years to set up mock-interviews. These have in turn led to real interviews, which often result in full-time employment with SYKES. In addition, SYKES posts jobs with the state, utilizes the resume databank to actively reach out to candidates from the area looking for work, and attends local job fairs in hopes of helping people in the area return to work. On May 6, 2015, Mike Taney, Francisco Bohlsen, Stephanie Rogers, and Deanna Mulvey traveled to the Sweetest Place on Earth, Hershey, PA, to accept this great honor on behalf of SYKES. Although speaking in front of 2,000 people may seem daunting, Mike Taney took the opportunity to express the benefits of the work SYKES is doing.
The certificates
“We are giving our fellow Pennsylvanians another chance after they have had life impacting events and challenges,” said Taney. “I feel a great sense of pride for what we do within our sites and the lives that we impact every day.” Taney also stated, “This award differentiates SYKES because we take the time to care for the communities where we operate. We aren’t just doing business, we are part of the community, helping everyone, not just those who work with us in our centers.” Great job SYKES Pennsylvania teams. We are excited to continue our work with Pennsylvania CareerLink throughout 2015!
SYKES group photo
Acceptance speech www.SYKES.com
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SYKES NEWS
Denver Office Participates in Take Your Kids to Work Day
O
n April 23rd, the Denver office hosted 22 children for Take Your Kids to Work Day. Our employee’s kids had a great time, as they were exposed to many of the different departments through activities throughout the day. The kids, ages six to fourteen, learned all about branding from the Communications team and some kids were even filmed! The Workforce Management team presented on their responsibility to assign the right employees with the right skills to the right job at the right time, showed a fun video on balance and hosted an engaging activity. The kids were also introduced to a real live job interview for the Xbox program with Max Morganstern from Talent Acquisition. They even got to give their opinion on which candidates should and should not be hired. As Vice President of Workforce Management Travis Piegat’s son Isaac said, “My favorite thing was when Max visited us on the computer and face timed with us. The part I liked about that was when we decided who we didn’t think should have the job for Xbox and who should have the job for Xbox.”
Brooke and Mikayla Nelson enjoying breakfast before the activities began
of the people who handles paychecks. I would like that, not because I would higher my paycheck (not that I will), but because I like dealing with numbers and problems,” stated Isaac Piegat who was intrigued by what goes on with the Payroll department. Evan Donelson, son of Senior Team Leader Ann Donelson, shared his thoughts about the panel, “My
The children were also able to participate in a job panel with representatives from Human Resources, Communications, Finance and Accounting, Payroll and Operations. They asked a number of very poignant questions and learned all about what these departments are responsible for on a daily basis. “When I grow up, I would like to be one The group getting to know each other
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Director of Regional Communications Andrea Schafer presenting to the group of kids
favorite part of spending time with SYKES was the panel. It was an amazing experience to see through the eyes of the people who work with SYKES.” The children also played a Get-to-Know-You game, took a tour of the Denver office and went on a scavenger hunt for things in the office that started with every letter of the alphabet.
Watching the filmed videos from the Marketing and Communications presentation
We enjoyed getting to meet so many amazing kids and to introduce them to the world of SYKES! We might have even met a future employee; says Evan Donelson, “SYKES is a great company, and it’s my goal to be a part of SYKES in my career path plan.” Thank you to all the participants that helped make the day so successful!
The entire group www.SYKES.com
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SYKES SAFETY
SYKES Safety Section
D
id you know that ergonomics at your workstation is incredibly important in order to maintain comfort and productivity while at work? By definition, ergonomics is the science of designing the job and work area to fit an employee by adjusting equipment and posture. By identifying changes that need to be made in your work area, taking action and perhaps changing your posture, you could be making a simple change to ensure that you are most comfortable during the performance of your job duties. Below are some tips to set up and update your workstation for maximum comfort.
Chair • Adjust height to allow feet to rest flat • Top of monitor should be at eye level • Do not bend your neck or head • Your chair seat should not press into the back of your knees Desk • Clear away items from beneath the desk • Position monitor at arm’s length • Place keyboard and mouse at elbow level • Center keyboard in front of body • Keep frequently used items within reach Posture • Sit-up straight; use good posture • Adjust workstation with upper arms relaxed • Elbows should be at a 90 degree angle • Avoid bending wrists • Move whole arm to reach distant keys Personal Actions • Do not pound on the keys • Keep feet flat on ground • Gently grip mouse • Avoid resting your palms or wrists on any surface • Clean monitor frequently to reduce eye strain • Take breaks as scheduled
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In addition to making sure that your workstation is set up properly, simple stretching exercises you can do at your desk will warm up muscles and improve muscle elasticity. Be sure and follow some simple guidelines to ensure effectiveness: don’t forget to breath while exercising, stretch gently, go easy at first, exercise various parts of your body at regular intervals throughout the day and DISCONTINUE if any pain occurs! Think about incorporating some of these exercises during your workday.
Head Turn • Start with your head facing forward. • Turn your head slowly to one side as far as comfortable. • Then turn to the other side. • Repeat 5 times. Shoulder Circles • Slowly move your shoulders in a circular motion: upward, forward, downward and backward for forward circles. • Reverse the direction for backward circles • Repeat 5 times each direction Eye Circles • W ith your head steady, roll your eyes clockwise in a circular motion. • Reverse the direction and roll your eyes counter-clockwise in a circular motion. • Repeat, alternating direction, 5 times each direction Eye Cover • Cover one eye with a cupped palm and focus on the palm of your hand. • Hold for 15 to 30 seconds. • Repeat with other eye, 5 times each eye.
Hands and Fingers • W ith your arms in a comfortable position, make a fist and hold for 2 or 3 seconds. • Stretch your fingers out and hold for 2 or 3 seconds • Repeat, alternating hands, 5 times each hand.
Wrists • W ith your forearm in a comfortable horizontal position and your palm toward the floor, bend your wrist down. • Then raise your hand, extending your wrist. • Repeat 5 times.
Arms, shoulders and rib cage • Interlace your fingers. • W ith your palms facing upward above your head, press your hands upward, stretching your arms. • Hold for 5 seconds. • Repeat 5 times. Variation: Press hands forward at shoulder level.
Legs* • Using both hands, grasp one shin. • Pull your leg slowly up toward your chest. Hold for 5 seconds. • Lower your leg. • Repeat, alternating right and left legs, 5 reps each leg. Leg raise* • In a seated position, use your hands on armrests or seat to maintain balance. • Slowly straighten your knee, extending your right foot in front of you. • Slowly bring your foot back to original position. • Repeat, alternating right and left legs, 5 reps each leg. Shoulders, back and hips • While standing, place both hands on your lower back just above your waistline. • Slowly bring your shoulders back, and carefully lean back slightly while keeping your hands in place and your head upright. • Hold for 5 seconds. • Bring your shoulders forwards, relax and stand upright. • Repeat 5 times.
We hope these tips will help increase your comfort while at work either in a brick and mortar site or working from home!
* Use caution when performing leg exercises. Maintain balance by performing exercises in a seated position, or while standing and holding onto a stable surface.
www.SYKES.com
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SYKES IN THE COMMUNITY
Bloomsburg Site Supports Big Brothers Big Sisters
T
he site in Bloomsburg, Pennsylvania was recently featured in the local newspaper for their support of Big Brothers Big Sisters of America. The site held a drive where they collected toys, sporting equipment, games and cash to benefit their local chapter.
Employees at SYKES in Scott Township recently participated in the annual Big Brother/Big Sisters’ Bowl for Kids and donated toys, games, sporting equipment and cash to the organization. Displaying the items are, from left, Big Brothers/Big Sisters caseworker Diane Macri and Sykes employees Marc Grassley, Beth Hanson, Damian Norton, Tim Allen, Eileen Brennan, Laeshia Marengo and Wendy Colosimo.
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