Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global busienss process outsourcing provider of customer care and complementary back-office processes.
According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received teh top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization.
This proves, when you focus onyour core competency, that you can be better than anyone else in the world.
Sitel's clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).
Responsible for providing direction and guidance to agents coming out of classroom training and in transitional period before assignment to the floor and regular Coach for a particular client. Ensure calls are handled professionally. Provide direction and guidance to ensure consistent achievement of key performance metrics. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to Manager Site Operations. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Perform other duties as assigned including taking front line customer calls as required.
Four-year college degree or directly related work experience preferred.
Minimum of 12-18 months call center experience, preferably as a Product Specialist
Skills: Demonstrated interpersonal, coaching, and supervisory skills. Excellent verbal and written communication skills.
Knowledge/Abilities: Demonstrated ability to set priorities and multi-task. Ability to manage challenging associates and customers while remaining in control. Good judgment and ability to express thoughts clearly and simply.