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Team Manager

Req ID#:  223236

Warsaw, Poland, PL

Team Manager

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 Manager

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 return to work and exit interviews are completed.
  • Continually review and monitor 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 company mission and values.

 

 

Requirements:

  • Minimum 1 year experience on Team Manager position in Call Centre
  • Fluent English, both spoken and written
  • Strong verbal and written communication skills
  • Good organization/time management skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Ability to influence behaviour
  • Effective project management
  • Ability to adhere to all organizational policies and procedures
  • Analytical skills

 

 

You get:

  • Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
  • Rest: we subsidize the holiday
  • Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Children's Day
  • Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
  • Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
  • CSR: - we care not only about ourselves. We are happy to help those in need.
  • Language Course: - you don't speak Polish? Join us and sign up for the lessons we organize.
 
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Team Manager


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