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.
Summary of Primary Job Responsibilities
- Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
- Provide operational support (KPI performance, forecasting)
- Build and Maintain Client Relations
- Manage new projects/changes
- Put structure on the on-going ad-hoc requests from the client
- Attend operational weekly meetings
- Deliver on the different actions agreed from these meetings
- Support the invoicing process (delivery, discrepancies…)
- QBRs / EBRs
- New pricing requests
- Manage any contract changes
College degree in business management/administration or equivalent combination of education and directly related experience
Four or more year’s directly related experience in the contact center, including two or more year’s supervisory experience in a role such as Operations Manager
- Strong leadership skills
- Strong verbal/written communication and facilitation skills.
- Strong interpersonal skills and experience demonstrating successful customer relationship management ability.
- Additional European language skills are also highly valued.
Sitel offers a comprehensive benefits package. Compensation is commensurate with skills and experience.
We take care of you and your development and make sure that you have the right conditions to deliver the best results.
If you feel that this ad sums up your character and your ambitions, please submit your resume as soon as possible.