Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
8/25/2017
Job Category:
Customer Service
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LSTT
Sitel | Port Saint John, Florida
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Job Description

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

Summary of Primary Job Responsibilities: Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.  Modifies and presents training programs for representatives/agents.  Tracks and analyzes training programs by examining agent performance.  Recommends changes to training programs.  Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.  Participates in identifying program needs, obtaining technical data and scheduling programs.  Maintains training records. 

 

Education : Four-year college degree or equivalent directly related work experience.

 

Experience Target : At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment.  Solid understanding of training processes and practices for adults.  Excellent product knowledge for a specific vertical market.

 

Knowledge/Skills/Abilities :

Skills: Excellent listening and oral/written communication skills.  Strong facilitation, problem-solving, research and decision-making skills.  Solid understanding and use of computer basics (Internet, e-mail, MS Office).  Organizational and time management skills.

Knowledge/Abilities:  Ability to manage challenging trainees and customers while remaining in control.  Good judgment and ability to express thoughts clearly and simply.  Ability to work a flexible schedule

 

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)