Descripción de la Oferta

•Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
•Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the very best talent.
•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.

With regard to compliance, the incumbent:

•Proactively manages and is responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone.
•Takes personal responsibility to understand and comply with all company and client security requirements and policies.
•Ensures that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of Sitel and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
•Education (if beyond High School or equivalent): College degree or directly related work experience.

Experience Target (in this job or a related function/field):

•Minimum of 12-18 months call center experience, preferably as a Product Specialist. Successful coaching and management of others.
•Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)
•Evidence of effective interpersonal, coaching and leadership/supervisory skills.
•Excellent telephone, computer/keyboard, verbal and written communication skills.
•Good numeric and verbal reasoning skills.
•Effective time management.
•Effective problem-solving skills.
•Performance Management skills.
•Client/customer management skills.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

•Knowledge of Sitel policies, procedures, products and services.
•Ability to organize, prioritize and multi-task.

Experiencia Requerida

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