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Coach

Location: 

Saint John, New Brunswick, CA, E2J 1M5

Req ID#:  79209

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

  • Ensure that calls are handled professionally
  • Provide direction and guidance to guarantee consistent achievement of key performance metrics
  • Achieve, measure, report, and communicate metric goal attainment for assigned team
  • Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
  • Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents
  • Coach, mentor and develop agent team for skills expansion and promotional opportunities
  • Perform other duties as assigned

 

BASIC POSITION QUALIFICATIONS

  • Four-year college degree or directly related work experience
  • Minimum of 12 to 18 months of call center experience preferably as a product specialist
  • Demonstrated interpersonal, coaching, and supervisory skills
  • Excellent verbal and written communication skills
  • Good computer skills (hardware, operating systems, Internet)

 

WORK EXPERIENCE

  • Minimum of 12 to 18 months of call center experience preferably as a product specialist

EDUCATION

  • Four-year college degree or directly related work experience

KNOWLEDGE / SKILLS / ABILITIES

  • Demonstrated interpersonal, coaching, and supervisory skills
  • Excellent verbal and written communication skills
  • Good computer skills (hardware, operating systems, Internet)
  • Demonstrated ability to set priorities and multi-task

Coach


Job Segment: Call Center, Customer Service