Mgr Ops

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
Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
Ensure client and corporate service, quality and contribution goals are met
Ensure that financial, metric and associate satisfaction goals are met; provide leadership and management to associates
Provide training and development opportunities for supervisory team
Coach and mentor team supervisors
Regularly conduct supervisor team meetings
Supervise multiple teams for one or more clients
BASIC POSITION QUALIFICATIONS
Client Relationship Skills
Financial Management Experience
Performance Management skills
Technical and problem solving skills
WORK EXPERIENCE
Four (4) or more years of directly related experience, including 2 or more years of supervisory experience

EDUCATION
Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience
KNOWLEDGE / SKILLS / ABILITIES
Strong leadership skills with the ability to manage large groups of people
Strong verbal/written communication and facilitation skills
Strong interpersonal skills and experience demonstrating successful customer relationship management
Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties
Demonstrated knowledge of contact center operations and customer support
Demonstrated knowledge of the technology industry and general business management
Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals