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Coach Apprentice

Req ID#:  201233

Nashville, TN, US, 37203

Coach Apprentice

Operations

 

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.

 

SUMMARY OF JOB RESPONSIBILITIES

The Coach Apprentice Program is designed to educate and reward participants as they embark on their learning plan and take steps toward managing associates. Associates who enter the Coach Apprentice program will continue to perform agent level activities including but not limited to, the taking of frontline customer calls and ensuring that they are handled in a professional manner. Coach Apprentices are responsible for maintaining all Key Performance Indicators (KPI’s) that are required by your campaign. 

All Coach Track associates are expected to set the example of good attendance for all associates as well as behavior. Coach Apprentices should be prepared to work a flexible schedule. The associate would be enrolled in Sitel University and into a learning plan that will require completion of phases in a timely manner. This will require planning and self-direction as Coach Apprentices will be afforded 4 hours per week to work on their Learning Plan.

This individual(s) will play a key role in building professional relationships with new agents, reviewing performance and providing support and guidance so we retain all agents hired. Achieve, measure, report and communicate metric goal attainment and results to agents in OCP or from a mentor perspective. Ensure accurate and timely communication of client and campaign issues to the Operations Manager. Consistently achieve number of call monitoring per week and score for each associate. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel's clients, many of the largest and well-known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).

 

EDUCATION

(if beyond High School or equivalent): Some college preferred

 

Coach Apprentice


Nearest Major Market: Nashville

Job Segment: Apprentice, Call Center, BPO, Entry Level, Customer Service, Operations

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