Experience:
No experience
Employment Type:
Full time
Posted:
7/18/2017
Job Category:
Customer Service
See more jobs for students and recent grads who studied:
Coach Apprentice-Ocala, FL(Internal Employees Only)
Sitel | Ocala, Florida
Tell Us More About Your Job Preferences
By telling us what you think of this job, we can help find jobs that match your interests. If you want to see more jobs like this, click on the smiley face. Or if this job isn't what you are looking for, click the frowny face. Learn More...

Follow This Company
Share

Job Description

The Coach Apprentice Program is designed to educate and reward participants as they embark on their learning plan and take steps toward managing associates. Associates who enter the Coach Apprentice program will continue to perform agent level activities including but not limited to, the taking of frontline customer calls and ensuring that they are handled in a professional manner. Coach Apprentices are responsible for maintaining all Key Performance Indicators (KPI's) that are required by
your campaign. All Coach Track associates are expected to set the example of good attendance for all associates as well as behavior. Coach Apprentices should be prepared to work a flexible schedule. The associate would be enrolled in Sitel University and into a learning plan that will require completion of phases in a timely manner. This will require planning and self-direction as Coach Apprentices will be afforded 4 hours per week to work on their Learning Plan.

This individual(s) will play a key role in building professional relationships with new agents, reviewing performance and providing support and guidance so we retain all agents hired. Achieve, measure, report and communicate metric goal attainment and results to agents in OCP or from a mentor perspective. Ensure accurate and timely communication of client and campaign issues to the Operations Manager. Consistently achieve number of call monitoring's per week and score for the each associate. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Education (if beyond High School or equivalent): Some college preferred

 

 

Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel's clients, many of the largest and well-known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).

 

The Coach Apprentice Program is designed to educate and reward participants as they embark on their learning plan and take steps toward managing associates. Associates who enter the Coach Apprentice program will continue to perform agent level activities including but not limited to, the taking of frontline customer calls and ensuring that they are handled in a professional manner. Coach Apprentices are responsible for maintaining all Key Performance Indicators (KPI's) that are required by
your campaign. All Coach Track associates are expected to set the example of good attendance for all associates as well as behavior. Coach Apprentices should be prepared to work a flexible schedule. The associate would be enrolled in Sitel University and into a learning plan that will require completion of phases in a timely manner. This will require planning and self-direction as Coach Apprentices will be afforded 4 hours per week to work on their Learning Plan.

This individual(s) will play a key role in building professional relationships with new agents, reviewing performance and providing support and guidance so we retain all agents hired. Achieve, measure, report and communicate metric goal attainment and results to agents in OCP or from a mentor perspective. Ensure accurate and timely communication of client and campaign issues to the Operations Manager. Consistently achieve number of call monitoring's per week and score for the each associate. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Education (if beyond High School or equivalent): Some college preferred

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)