Bilingual (FR/ENG) Team Manager

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Date: 25 juin 2022

Emplacement: MA, 10000

Entreprise: Sitel

About Us

 

Sitel Group is the world's leading provider of integrated services at the heart of the Customer Experience. We are present in 25 countries, with 75,000 employees speaking 48 languages, supporting more than 400 partners worldwide every day.

 

Sitel Group's DNA is based on our credo "Empower people, enhance brands", on continuous innovation and the development of new solutions to transform the Customer Relationship into a truly personalized experience for the customer. We are committed to helping brands build loyalty and increase customer satisfaction. We maintain and deploy solutions that are tailored to each of our customers and enable end-to-end management of the Customer Experience.

 

In Africa, we have 6200 employees in Casablanca, Rabat, Fez, Abidjan and Dakar. 

Our operational performance is based on the "People First" culture supported by our teams at all levels of the company.

 

This motto is translated daily through our 4 values:

 

Be Bold, Build Trust , Work Together , Wow Customers.

 

At SITEL, our talent is our strategic differentiator. By bringing a diversity of perspective through our people and ideas, we create an environment of support and learning where all of our differences are valued. SITEL is proud to be an Equal Opportunity workplace. Like all our company's positions, this position is open to all, including people with disabilities or reduced mobility. If you have what it takes to succeed and bring value, this opening is for you!

Job Description

 

The candidate we are looking for must be fluent in English and French as he/she will be required to handle meetings with top management based in North America. In addition we are also for candidates with the following qualifications:

  • Minimum of 2 years as team manager, in a call center environment.
  • A degree in the following fields: Commerce, Marketing, Communication...etc.
  • Charisma, integrity, a spirit of challenge, leadership, communication and management skills are all necessary qualities that can guarantee a successful career.

 

Main responsibilities

 

Sitel Rabat is looking for an experienced Bilingual (FR/ENG) Team Manager for a project involving a reputable enterprise. As a Team Manager, you role will be central and will involve the following: 

  • Ensure that calls are handled professionally.
  • Provide direction and guidance to guarantee the 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 the number of call monitoring per week and scores for an assigned team of customer service agents.
  • Coach, mentor and develop agent team for skills expansion and promotional opportunities.
  • Perform other devolved missions.