Call Monitoring Specialist

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
Responsible for meeting contact center weekly and monthly goals
May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution
May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified
May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting
May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports
Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams
WORK EXPERIENCE
One to two years customer service experience
Minimum six (6) months of previous call center experience
Minimum of six (6) months on campaign(s) for this company with demonstrated high quality performance

EDUCATION
College graduate required
KNOWLEDGE / SKILLS / ABILITIES
Strong PC and office software skills
Excellent verbal and written communication skills
Strong customer service and interpersonal skills
Basic facilitation, research, and problem-solving skills preferred, but not required
Strong attendance record and ability to maintain personal metric goal
Basic knowledge of MS Excel and ability to produce basic reports