We are Sitel. A global outsourcing provider that works with many of the world’s largest and most well respected brands, and while each industry requires vastly different expertise, we consistently deliver one thing that is vital to every industry – an exceptional customer experience.
Here is an exciting opportunity to join our business and enhance your career. We are looking for an experienced and committed
Summary of Primary Job Responsibilities
Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
Continually review and monitor work performance of all Agents/Advisors against agreed KPI’s, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
Measure, report and communicate metric goal attainment for assigned team.
Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.
Ensure actions from employee satisfaction survey are implemented and continuously reviewed.
Coach, develop and motivate Agents/Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
Continuously monitor Agent/Advisor calls in line with GOS, either via desk-side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
Ensure appropriate actions are taken to improve client satisfaction survey scores.
Strong background in Customer Service industry (call center preferred, but not essential).
Strong supervisory experience.
Ability to manage deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials, and apply reason to business problems.
Good judgment and the ability to express thoughts clearly and simply
Full time job
Medical Care and Life Insurance
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