Coach Cust Svc- (Baguio Cyber)

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

Ensure that calls are handled professionally

Provide direction and guidance to guarantee consistent achievement of key performance metrics

Achieve, measure, report, and communicate metric goal attainment for assigned team

Ensure accurate and timely communication of client and campaign issues to Manager Site Operations

Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents

Coach, mentor and develop agent team for skills expansion and promotional opportunities

Perform other duties as assigned

BASIC POSITION QUALIFICATIONS

Four-year college degree or directly related work experience

Minimum of 12 to 18 months of call center experience preferably as a product specialist

Demonstrated interpersonal, coaching, and supervisory skills

Excellent verbal and written communication skills

Good computer skills (hardware, operating systems, Internet)

WORK EXPERIENCE

Minimum of 12 to 18 months of call center experience preferably as a product specialist

EDUCATION

Four-year college degree or directly related work experience

KNOWLEDGE / SKILLS / ABILITIES

Demonstrated interpersonal, coaching, and supervisory skills

Excellent verbal and written communication skills

Good computer skills (hardware, operating systems, Internet)

Demonstrated ability to set priorities and multi-task