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
• Manage first line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.
• Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
• Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or more clients.
Four-year college degree in business management/administration or equivalent combination of education and directly related experience.
Four or more year's directly related experience including two or more years supervisory experience.