Experience:
No experience
Employment Type:
Full time
Posted:
11/22/2016
Job Category:
Customer Service
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Team Manager Opportunities
Sitel | Exeter, California
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Job Description

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.

 
Summary of Primary Job Responsibilities

The main responsibility of a Team Manager is to lead, motivate, coach and support a team and enable your team to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and clients rule and procedures.

Key responsibilities will include: 
•Direct responsibility in recruitment, selection, training and on-going skills development for all Advisors in the team to ensure that we attract and retain the very best talent
•Apply a process of continuous review and proactive management of absenteeism and attrition
•Continually review and monitor work performance against agreed KPIs, instigating appropriate corrective action, using performance management tools
•Undertake individual monthly performance reviews, 1:1 meetings and team meetings to ensure achievement of business objectives
•Ensure Advisors are recognised and rewarded for outstanding achievements/performance in line with Sitel’s mission and values
•Facilitate a culture of open and honest 2 way communication to encourage feedback and sharing of ideas and best practice
 

 
Education

Ideally degree educated, or with Customer Service Related Qualifications

 
Knowledge/Skills/Abilities

Skills:
•Excellent people development and communication skills
•Extensive experience of achieving proven results against KPIs
•Analytical and problem solving skills
•Strong organizational aptitude and proven time management skills
•Approachable and flexible attitude to work
•Extensive knowledge of Microsoft packages
•Demonstrable leadership skills
•Motivated, pro-active and enthusiastic
•Good numeric and verbal reasoning skills
•Effective time management
•Excellent problem solving skills

Knowledge/Abilities:
Knowledge of client’s procedures and products ( maybe developed post employment)

 
Pay Rate

£18,000 - £21,000 + Fantastic Bonus and Benefits

 

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)