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Customer Success Team Manager

Req ID#:  226138

Kingston upon Thames, GB, KT2 6LZ

Customer Success Team Manager

Operations

We are currently recruiting a Customer Success Team Manager to join our busy team.  Our client is a world leading software company and we need a Customer Success Team Manager to oversee our team to ensuring we are delivering the high quality of service required for their customers.

You will be responsible to lead the team whilst meeting and where possible exceeding the business objectives ensuring that financial, operational and quality metrics are achieved whilst developing the talent you have in your team.

Key responsibilities:

  • Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all advisors in the team, ensuring we attract and retain the very best talent
  • Continually reviews & monitors work performance of all advisors against agreed KPI’s
  • Undertakes formal quarterly performance reviews and 1:1 monthly meetings with each advisor, ensuring objectives are continuously reviewed and linked to business KPI’s
  • Ensures advisors are recognised and rewarded for outstanding achievements & performance in line with the company mission and values
  • Facilitates a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members & encourages feedback and the sharing of ideas & best practice
  • Maintains an environment which supports the spirit of teamwork & where advisors are committed, loyal and take pride in working for the company
  • Continuously monitors advisor calls either via desk side or remote monitoring, to ensure that performance metrics are consistently achieved

About you:

  • Proven customer service experience and inbound technical support management.
  • Fluency in English and a European Language is beneficial.
  • Knowledge of and interest in software products or computer technology.
  • Experienced in performance management including the disciplinary process
  • Effective time management skills
  • Experience in the use of SalesForce would be preferred, but is not essential
  • Evidence of effective interpersonal, coaching, and leadership skills
  • Proven track record at supervisory level in a fast moving technical software service environment, call centre experience preferred

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

· GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.

· BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

· WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

· GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.

· MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation

Customer Success Team Manager


Job Segment: Manager, Technical Support, Performance Management, Call Center, Customer Service, Management, Technology, Human Resources

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