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AT&T Coach

Req ID#:  113490

Baguio City, PH

AT&T Coach

Operations

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 Supervisor

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 Supervisor

 


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

 

 

 

 

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

Ensures that calls are handled professionally.  Provides direction and guidance to guarantee consistent achievement of key performance metrics.  Achieves, measures, reports and communicates metric goal attainment for assigned team.  Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.  Consistently achieves goals for number of call monitorings per week and scores for assigned team of customer service agents.  Coaches, mentors and develops agent team for skills expansion and promotional opportunities.  Performs other duties as assigned.

 

WORK EXPERIENCE

At least 2 years in acting capacity from previous organization. Account must be working with customer satisfaction metrics and should be in the same market space (Telco, Cable, Sales).


EDUCATION

At least 2-year College Degree (or equivalent experience in acting capacity)

KNOWLEDGE / SKILLS / ABILITIES

Strong attendance record and ability to maintain personal metric goals (BG check - reference)

Ability to coach/train individuals or groups

Can demonstrate ability on problem-solving, innovating ideas and developing creative solution

Basic excel frontline excel capabilities (Pivoting, Vlookup, Filtering)

Ability to quantify perople metrics (attrition and LH relation)

Understands Call time Metrics (AHT - productivities) -CMS and IEX familiar

AT&T Coach


Job Segment: Call Center, Customer Service

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