Experience:
No experience
Employment Type:
Full time
Posted:
11/24/2016
Job Category:
Customer Service
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Team Manager - Italian / Spanish Market
Sitel | Port Lions, Alaska
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Job Description

About Us

We are Sitel - global outsourcing provider of customer experience management helping the largest brands in the world retain and grow their customer base.

We seek people who can build trust with our clients’ customers and lead functional support teams. We look for individuals with exceptional project management talent, subject matter experts in all facets of business operations, and people with leadership talent. We have a People-first culture – our commitment to putting people first improves the satisfaction of our employees and provides a better experience for the customer. From our customer service associates through to our global leaders that support them, everyone is valued.

Job Summary

Our Client

Our client is one of the world's premier global providers of warranty solutions and related benefits, with operations in more than 35 countries and nearly 1,700 employees.

Role Purpose

To lead the team to meet and exceed business objectives ensuring that key financial, operational and quality metrics are consistently achieved.

Primary Job Responsibilities

Primary Responsibilities

Located in our Porto office, you will be integrated into a multicultural team providing management support to our current team of advisors.  The main responsibilities involve:

Supervise assigned team to meet or exceed client and corporate goals including:

  • Operational metrics,
  • Quality,
  • Customer satisfaction,
  • Client satisfaction,
  • Profitability to EBITDA/Productivity, Absenteeism and Attrition.

Associate Satisfaction:

  • Hire and retain the best.
  • Regular monitoring,
  • Coaching and development of the team.
  • Implement recognition programs under direction of Operations Manager.
  • Share best practices across teams and build spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
  • Maintain regular communications and feedback.

 

What we are looking for

Requirements

  • Proficiency in English Spanish and Italian
  • Evidence of effective interpersonal, coaching, and leadership skills
  • Previous customer service or contact center experience
  • Good communication skills
  • Effective time management
  • Ability to organize, prioritize and multi-task
  • Effective problem solving skills
  • Available for a flexible schedule Monday - Sunday

Our Offer

At Sitel we believe our staff are our most important asset and therefore we take pride in finding the best, most talented and driven employees. Among the benefits of working with us are;

  • Competitive salary (x14)
  • Monthly meal allowance
  • Monthly performance bonus
  • Private health insurance (applicable after 6 months) with an on-site Doctor
  • Great office location in Porto
  • 22 vacation days per annum
  • Start an international career
  • Support one of the largest brands in the world
  • Further training available through SITEL’s online University
  • Career opportunities and a great multicultural working environment

We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times.

If you feel that this ad sums up your character and your ambitions, please submit your resume as soon as possible.

Education

High school diploma or equivalent

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)