No experience
Employment Type:
Full time
Job Category:
Customer Service
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Sitel | Amarillo, Texas
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Job Description

Our growing company is currently seeking Call Center Supervisors.  This position is a first line supervisor for 15-20 inbound customer service agents. 
- Ensure calls are handled professionally.
- Provide direction and guidance to ensure consistent achievement of key performance metrics.
- Achieve, measure, report and communicate metric goal attainment for assigned team.
- Develop and enhance agents' product knowledge skills.
- Ensure accurate and timely communication of client and campaign issues to Operations Manager.
- Consistently achieve number of call monitors per week goal and scores for the team.
- Take escalated supervisor calls daily to meet customer and business needs.
- 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. 
The company offers a comprehensive benefits package. Compensation is commensurate with skills and experience. Criminal background, credit check and drug screen will be obtained for all candidates being considered for this position. Sitel is the leading global outsourcing provider of customer care. Our clients, who represent some of the world's largest and best-known brands, rave about the seamless and innovative solutions we offer. Our associates enjoy the challenging work, a friendly and supportive environment, and the opportunity to grow and advance.
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Sitel is an Equal Opportunity Employer


- Demonstrated interpersonal, coaching, and supervisory skills. Excellent verbal and written communication skills.
- Demonstrated ability to set priorities and multi-task


Education:  High School Diploma/GED Required - Four-year college degree or directly related work experience.

- Minimum of 12-18 months call center experience, preferably as a Product Specialist.
- Minimum 12-18 months supervisory experience in a call center or similar customer service focused industry.


Essential Functions and Duties Approximate % of Total Job
Supervises assigned team to meet or exceed client and corporate goals, including: operational metrics, quality, customer satisfaction, client satisfaction, profitability and productivity. 50%
Associate Satisfaction:
Hires and retains the best agents.  Completes regular monitoring, coaching and development of agents.  Implements agent recognition programs under direction of the Manager Site Operations.  Shares best practices across teams and builds a spirit of teamwork. 50%
Independent Decisions Expected 
- Approval of requests for scheduled paid time off
- Consistently ensures agent adherence to stated company policies
- Motivational techniques to apply 
- Adjustments to agent schedules
- Disciplinary actions
- Performance appraisals and coaching of team



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)