Salary: Negotiate

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Job content

• 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.
Job Responsibilities:
• Responsible for meeting contact center weekly and monthly goals.
• May be responsible for monitoring associates’ quality of phone and/or non-voice interactions, as well as tool usage to ensure high level of customer satisfaction and first call resolution.
• May be responsible for monitoring associates’ compliance to business rules and processes, and reporting them for feedback.
• May be responsible for reviewing associates’ sales outputs to ensure their quality and validity, reporting any breeches identified.
• May be responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting.
• May be responsible for reviewing customer satisfaction surveys for all clients and service types, complaints and commendations, tracking them onto a database to produce reports.
• Responsible for providing insights and making recommendations for quality improvements for manager/supervisor to coach their teams.
Education: College graduate required.
Experience: One to two years customer service experience. Minimum 6 months of previous call center experience.
Skills:
• Strong PC and office software skills.
• Excellent verbal and written communication skills required.
• Strong customer service and interpersonal skills.
• Basic facilitation, research, and problem-solving skills preferred, but not required.
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