Call Center Supervisor/Coach

Company Overview:
According to the 2008 Black Book of outsourcing Sitel is the leading contact center provider in the world for our focus on delivering Return on Customer Investment (RoCI), and Sitel is the only pure play contact center provider, ranked by senior executive end-users of outsourcing, in the top 50 BPO companies in the world. 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).

Duties & Responsibilities:

Call Center Supervisor/Coach ensures that calls are handled professionally.

Provides direction and guidance to guarantee consistent achievement of key performance metrics.

Achieves, measures, reports and communicates metric goal attainment for assigned team.

Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.

Consistently achieves goals for number of call monitorings per week and scores for assigned team of customer service agents.

Coaches, mentors and develops agent team for skills expansion and promotional opportunities.

Performs other duties as assigned.

Requirements:

Four-year college degree or directly related work experience.

Minimum of 12-18 months of call center experience, preferably as a Product Specialist.

Skills:

Demonstrated interpersonal, coaching and supervisory skills.

Excellent verbal and written communication skills.

Good computer skills (hardware, operating systems, Internet).