Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel's clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).
Summary of Primary Job Responsibilities
•Responsible for calibrating, monitoring and supporting the quality standards between clients and Sitel.
• Participants will join call monitoring (contact) with client, client services team and call center team.
•Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
•Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause
•Ensures production goals are met regarding quality and quantity of call handling.
•Communicates recommendations for changes or improvements to programs to maximize Calls, Knowledge, attitude
•Acts as the subject matter expert for agents working closely with LEAP/Quality Champion
•Interacts with Coaches/Operations Managers and Senior Team Manager to remedy system or script problems that may affect Trusted Professionals performance.
•To present a positive attitude to trusted professionals and clients during periods of stress (e.g.: system or communications failures or downtime). •Other duties as assigned from time to time by operations management team.
Two year college degree in Business Management/Administration or equivalent combination of education and experience.
One or more years’ experience demonstrating knowledge of call center operations, goals and processes.
(Identify essential skills required, and identify additional skills that enable success in performing this job) Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills. Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team