Sykes has been set up since 1977 and is now offering its services in 24 countries . How did the company evolve throughout its history, particularly in The Netherlands?
In 1877 Sykes USA was expending into EMEA. Amsterdam was chosen as EMEA Headquarters due to the diversity in the candidate’s pool. We continued as EMEA Headquarters until 2002-2003 until Headquarters moved to Edinburgh Ireland.
How is the ‘personal approach’ Sykes put into practice in regards to the candidates and the network of clients?
The clients from Sykes give a list of requirements. Sykes is very co-operative towards the clients and seeks the best available candidates that match the description that is on the list.
So the candidates that are chosen are in a way chosen by the clients personally.
The candidates that are hired are always completely implemented in the clients work environment therefore they feel straight at home.
How do you view the current job market in The Netherlands, also considering the recession?
For recruiters it goes two ways. Because of the lack in jobs I do not have to negotiate very much with candidates about salaries or secondary rights. Also the chance of losing a candidate to another company is slim as not many are looking for new personnel.
On the other hand, people with experience are not moving an inch so it makes it difficult to find qualified candidates. So the challenge is to pull those people in anyway.
What kind of candidates does Sykes work with, what is their expected education, language proficiency and previous experience?
What candidates must have:
• Minimum MBO level 3 / 4 (English equivalent: Secondary Vocational Education)
• Native target language always in combination with correctly spoken and written English
• At least 6 months proven experience in a Service Desk environment
• Being able to work in shifts on in a 7 days a week, 24 hours a day environment
• No criminal record and/or registered at Police for criminal offences as required by our clients (screening may take place)
And what we prefer:
• Experience in an IT-related Service Desk environment
• Proven skills or certification in Windows 7, XP, ITIL, Service Desk ticketing tool (eg. Top Desk)
• Work-home distance less than 1 hour travel time
• Certification in abovementioned IT skills
BUT! Sometimes lack the above and are still considered good candidates due to level of communication and knowledge gained in another way.
What is the proportion between Dutch language vacancies and international-oriented ones? How is the demand for international specialists spread over disciplines?
With Sykes; at the moment 80% Dutch –English and 20% French-English-Dutch. I just filled a German position.
Technical disciplines on other languages are also needed. We can be a little bit less critical, but candidates still need quite some knowledge in ICT.
What are the possibilities of a career growth offered to internationals by companies and organizations in The Netherlands?
Very honestly; with us: none. Our agents are 88 % to 92 % self solving; meaning that L1 agents need to solve problems as much as possible themselves. Due to that there are hardly any L2 positions available. However working 1 1/1 or 2 years at Sykes does give you a lot of knowledge and certificates that can help you to get other jobs at other companies
For recent international graduates with limited work experience, what are the chances of finding employment in The Netherlands or how would you advise them to build the required experience?
Finding jobs in the Netherlands as an international graduate is not that hard If you can offer an employer something that no one has like language or knowledge on something. For instance speaking French, Dutch and English is for me a good reason to consider to hire that person.
How important do you consider social media to have become, for both companies and job seekers?
Very! I still have not found the time to set it up, but I do need a Facebook and a twitter account. Through social media you can reach so many more people that are your actual target group. Instead of spending money on useless advertisements you can contact potential candidates through others by simply liking, sharing and re tweeting. And through social media groups you can look up people and ask them to consider moving to your company.
How do you see Sykes evolving over the next years, what are your goals and plans for the future?
Plans are to expand the Dutch clients and amount of agents again in order to become the PAN European Service Center again.
Interview with Liz van de Lande
Recruiter & Training Coördinator
Sykes Netherlands Group B.V.
Copywrite Together Abroad