Call Monitoring Specialist | Palawan

Req ID#:  77230

Puerto Princesa, PH

Call Monitoring Specialist | Palawan

Operations

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

Responsible for meeting contact center weekly and monthly goals

May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution

May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified

May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting

May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports

Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams

 

 

WORK EXPERIENCE

One to two years customer service experience

Minimum six (6) months of previous call center experience

Minimum of six (6) months on campaign(s) for this company with demonstrated high quality performance

 


EDUCATION

College graduate required

 

 

KNOWLEDGE / SKILLS / ABILITIES

Strong PC and office software skills

Excellent verbal and written communication skills

Strong customer service and interpersonal skills

Basic facilitation, research, and problem-solving skills preferred, but not required

Strong attendance record and ability to maintain personal metric goal

Basic knowledge of MS Excel and ability to produce basic reports

 

Call Monitoring Specialist | Palawan


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