Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
1/12/2017
Job Category:
Customer Service
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Operations Manager - General Application
Sitel | Plymouth, California
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Job Description

Job Summary

As Sitel goes from strength to strength, the UK and Ireland region is now expanding by opening a brand new site in the Devon city of Plymouth. This is a fantastic opportunity to really make a mark as part of the site leadership team in Plymouth, leading a campaign, driving operational excellence and establishing a people focused culture. You will be involved in the set up of a brand new site with scope for 700 FTE, as well as being part of the South West management team.

We are looking at a gradual intake for our site leadership team, with roles starting from March at the earliest, and we would continue to fill positions from there.

About Us

SITEL is a global telecommunications firm that works in partnership with big brand names. Working in partnership with firms which pride themselves on delivering a premium service, SITEL provides first rate customer service and telecommunications solutions to further our client’s customer service practice and ethos. With sites stretching from Canada to New Zealand and over 72,000 employees worldwide, SITEL provides a dynamic and supportive environment within which to work, develop and progress. Whether you would like to continue your career in a customer service focused operation, are interested in learning and development or have always seen yourself as a future IT professional, SITEL provides a career map through which the possibilities are refreshing and progressive.

 

Primary Job Responsibilities

As a confident and visible leader you will motivate, be resilient and enthusiastic to achieve success in order to deliver our client’s definitions of excellence. Through performance management, you will train, coach and be an inspirational leader of Team Managers to ensure deliverance of our client’s objectives and targets. Successfully achieve service excellence by monitoring GOS metrics and undertaking performance reviews which are reported to our client. Ideally, the successful candidate will need to have proven operational management experience, within an outsourcing context.

Required skills:

  • Strong leadership skills with the ability to manage multiple teams and large groups of people
  • Effective performance management Skills
  • Strong verbal/written communication and facilitation skills
  • Client management skills
  • Strong financial analysis skills
  • Proven senior management skills
  • Strong stakeholder management skills

Knowledge/Abilities:

  • Understanding of a client business as an outsource partner
  • Knowledge of client contact centre strategy
  • Understanding of client tactical and strategic needs
  • Excellent record of both compiling and understanding analyses and reporting with proven implementation of strategy and process
  • Skilled in planning and prioritisation, objective setting, action planning, database management and skills analysis
  • Excellent skills in client negotiation, influencing and communication
  • Understand the customer experience to be able to identify processes and procedures that can improve and optimise it, whilst taking responsibility for customer issues in terms of seeking prompt resolution and pursuing root cause analysis.

Experience

  • 4-5 years of people management experience, preferably in a call centre environment
  • Excellent people management, time management skills and communication skills;
  • A passion for customer service with strong customer focus
  • In-depth knowledge of multi-channel support, combined with an excellent track record in
  • efficiency and effectiveness;
  • Leadership skills and proven record in implementing motivational methods in which to drive 
  • performance to the next level;
  • A desire to help others work towards targets and develop their skills;
  • Ability to analyse and review team performance, communicate expectations and instructions 
  • clearly and in a professional manner;
  • Demonstrable track record of delivering strong results and service levels through others within 
  • tight timelines to a consistently high standard.
  • Track record of creating and supporting cultural turnaround to provide exceptional experiences for both customers and employees.

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)