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 RESPONSIBILITIES

Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues

Ensure client and corporate service, quality and contribution goals are met

Ensure that financial, metric and associate satisfaction goals are met; provide leadership and management to associates

Provide training and development opportunities for supervisory team 

Coach and mentor team supervisors

Regularly conduct supervisor team meetings 

Supervise multiple teams for one or more clients

BASIC POSITION QUALIFICATIONS

Client Relationship Skills

Financial Management Experience

Performance Management skills

Technical and problem solving skills

WORK EXPERIENCE

Four (4) or more years of directly related experience, including 2 or more years of supervisory experience

EDUCATION

Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience

KNOWLEDGE / SKILLS / ABILITIES

Strong leadership skills with the ability to manage large groups of people 

Strong verbal/written communication and facilitation skills

Strong interpersonal skills and experience demonstrating successful customer relationship management

Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties

Demonstrated knowledge of contact center operations and customer support

Demonstrated knowledge of the technology industry and general business management

Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals