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Coach Cust Svc - Baguio

Req ID#:  244690

Baguio City, PH, 2600

Operations

Coach Cust Svc - Baguio

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.

Job Summary

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

KNOWLEDGE/ SKILLS/ ABILITIES

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

Education

Bachelors in a combination of education and work experience or a related field
Associates in a combination of education and work experience or a related field

Coach Cust Svc - Baguio

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

Locations
• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

Well-being
• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

Well-rounded
• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program


Job Segment: Call Center, Customer Service

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