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Sr Mgr Ops | Palawan

Location: 

Puerto Princesa, PH

Req ID#:  80189

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

Manage day-to-day support for client requests and activities to ensure Client satisfaction and achievement of Sitel Financial goals

Typically manages large, complex clients

Develop and execute Client program that meet client expectations in support of the company’s deliverable

Measure, report, and manage client satisfaction and dissatisfaction

Ensure weekly/monthly/quarterly business reviews are executed in conjunction with internal operations staff in sites

Understand, document, and communicate program goals, objectives, and metrics to internal operations

Effectively research, monitor, analyze, and report program performance. Provide values-based leadership, training and support and teamwork to accomplish common goals

 

BASIC QUALIFICATIONS

More than five (5) years experience in managing large, complex clients and providing leadership in a multifaceted, fast-paced contact center environment

Must communicate effectively during client presentations as well as one-on-one with site personnel

Excellent written and oral communication skills; analytical and financial management skills

 

WORK EXPERIENCE

More than five (5+) years experience managing large, complex clients and providing leadership in a multifaceted, fast-paced environment


EDUCATION

Four (4) year college degree or equivalent direct related work experience

 

KNOWLEDGE / SKILLS / ABILITIES

Superior interpersonal skills with the ability to establish and maintain client relationships

Must communicate effectively during client presentations as well as one-on-one with the site personnel

Excellent written and oral communication skills

Analytical and financial management skills

Ability to develop, articulate, and advocate explicit business outcomes for client(s)

Develop and collaborate with others to prepare value-driven solutions

Develop strong client relationships and navigate complex political environments

Develop impactful executive level presentations

Professionally uncover, manage, and resolve obstacles that hinder business objectives

Make recommendations concerning pricing and contract negotiations

Ability to work independently with minimal supervision and direction

Demonstrated personal drive and sense of urgency

 

 

 

Sr Mgr Ops | Palawan


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