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Coach Cust Svc

Req ID#:  86608

Baguio City, PH

Coach Cust Svc

Customer Service

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 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

 

 

 

 

Summary of Primary Job 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.

 

 

Typical Qualifications

 

Education (if beyond High School or equivalent):  Four-year college degree or directly related work experience.

 

Experience Target (in this job or a related function/field): Minimum of 12-18 months of call center experience, preferably as a Product Specialist.

 

Skills(identify essential skills required, and identify additional skills that enable success in performing this job)

 

Demonstrated interpersonal, coaching and supervisory skills.  Excellent verbal and written communication skills. Good computer skills (hardware, operating systems, Internet).

 

Knowledge/Abilities(describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

 

Demonstrated ability to set priorities and multi-task.

 

Special Certifications (if appropriate--identify if required to perform the job or just preferred): 

 

Travel Required (typical % of time, scope of travel (in country, international), transportation mode,  special issues):

 

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)

 

 

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 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

 

 

 

 

Coach Cust Svc


Job Segment: Call Center, Customer Service

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