Team Leader/ Team Supervisor with English
Req ID#:
287494
Warsaw, Poland, PL
Team Leader/ Team Supervisor with English
Operations
Sitel Group is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting and analytics solutions.
We are looking for candidates for the position:
Team Leader
Location: Warsaw
Summary of Primary Job Responsibilities:
- Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
- Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the very best talent.
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring a return to work and exit interviews are completed.
- Continually review and monitor the work performance of all Agents/Advisors against agreed KPI’s, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
- Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
- Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with the company mission and values.
Requirements:
You get:
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Team Leader/ Team Supervisor with English
Job Segment:
Manager, BPO, Call Center, Performance Management, Network, Management, Operations, Customer Service, Human Resources, Technology