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: