SUMMARY OF RESPONSIBILITIES
Ensure that calls are handled professionally
Provide direction and guidance to guarantee consistent achievement of key performance metrics
Achieve, measure, report, and communicate metric goal attainment for assigned team
Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents
Coach, mentor and develop agent team for skills expansion and promotional opportunities
Perform other duties as assigned
BASIC POSITION QUALIFICATIONS
Four-year college degree or directly related work experience
Minimum of 12 to 18 months of call center experience preferably as a Supervisor
Demonstrated interpersonal, coaching, and supervisory skills
Excellent verbal and written communication skills
Good computer skills (hardware, operating systems, Internet)
WORK EXPERIENCE
Minimum of 12 to 18 months of call center experience preferably as a Supervisor
EDUCATION
Four-year college degree or directly related work experience
KNOWLEDGE / SKILLS / ABILITIES
Demonstrated interpersonal, coaching, and supervisory skills
Excellent verbal and written communication skills
Good computer skills (hardware, operating systems, Internet)
Demonstrated ability to set priorities and multi-task
ABOUT US
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit to learn more.
SUMMARY OF RESPONSIBILITIES
Ensures that calls are handled professionally. Provides direction and guidance to guarantee consistent achievement of key performance metrics. Achieves, measures, reports and communicates metric goal attainment for assigned team. Ensures accurate and timely communication of client and campaign issues to Manager Site Operations. Consistently achieves goals for number of call monitorings per week and scores for assigned team of customer service agents. Coaches, mentors and develops agent team for skills expansion and promotional opportunities. Performs other duties as assigned.
WORK EXPERIENCE
At least 2 years in acting capacity from previous organization. Account must be working with customer satisfaction metrics and should be in the same market space (Telco, Cable, Sales).
EDUCATION
At least 2-year College Degree (or equivalent experience in acting capacity)
KNOWLEDGE / SKILLS / ABILITIES
Strong attendance record and ability to maintain personal metric goals (BG check - reference)
Ability to coach/train individuals or groups
Can demonstrate ability on problem-solving, innovating ideas and developing creative solution
Basic excel frontline excel capabilities (Pivoting, Vlookup, Filtering)
Ability to quantify perople metrics (attrition and LH relation)
Understands Call time Metrics (AHT - productivities) -CMS and IEX familiar
