No experience
Employment Type:
Full time
Job Category:
Team Manager
Sitel | Newcastle, California
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Job Description

About us

Here at Sitel we have an enormously enthusiastic and dedicated management team. We are looking for an exceptional Team Manager to join us.

Opportunity for progression/development

Whether it's our manager track development programmes for our high-flyers, or the opportunity to develop your skills to become an expert in other aspects of contact centre communications, then our multiple, award-winning organisation can offer you the opportunity to do so in a structured learning environment.

Summary of Primary Job Responsibilities

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

  • Has direct involvement in the recruitment, selection, induction training and on going skills development for all advisors in the team, ensuring we attract and retain the very best talent
    - Continually reviews & monitors work performance of all advisors against agreed KPI's
    - Undertakes 1:1 monthly meetings with each advisor, ensuring objectives are continuously reviewed and linked to business KPI's
    - Ensures advisors are recognised and rewarded for outstanding achievements & performance in line with the company/client mission and values
    - Provides clear direction and guidance to ensure consistent achievement of key performance metrics
    - Maintains an environment which supports the spirit of teamwork and where advisors are committed, loyal and take pride in working for the company
    - Ensures actions from the employee satisfaction survey are implemented and continuously reviewed
    - Coaches, develops and motivates advisors
    - Provides opportunities for skills expansion and career development across the team
    - Continuously monitors advisor calls either via desk side or remote monitoring within agreed timescales to ensure that performance metrics are met.
    - Ensures the accurate and timely communication of any client or campaign issues to campaign Operations Manager

Experience Target

  • Evidence of effective interpersonal, coaching, and leadership skills
    - Proven track record at supervisory level in a fast moving customer service environment, call centre experience preferred
    - Previous Team Leader experience


  • Experienced in performance management including the disciplinary process
    - Excellent telephone, keyboard, verbal and written communication skills
    - Good numeric and verbal reasoning skills
    - Effective time management skills
    - Ability to organise and prioritise, set priorities and multi-task
    - Effective problem solving skills

Operational hours set between 8am and 8pm (Mon - Fri)
                                             8am and 2pm (Sat)

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)