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Call Monitoring Specialist | Palawan

Req ID#:  324089

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.

Job Summary

  • 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

Primary Job Responsibilities

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Call Monitoring Specialist | Palawan


        Job Segment: Database, Technology, Customer Service

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