Job Information Center

Job Category: Site Staff

Functional Area: Operations

Posting Date: 26-Oct-2011

About Us

You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do.
Our growing company is currently seeking a Coach (Call Center Supervisor) for our Amarillo, TX Call Center location. This position is a first line supervisor for 15-20 inbound customer service agents.

Summary of Primary Job Responsibilities

Ensure calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance
metrics.
Achieve, measure, report and communicate metric goal attainment for assigned team.
Develop and enhance agents’ product knowledge skills.
Ensure accurate and timely communication of client and campaign issues to Operations
Manager.
Consistently achieve number of call monitors per week goal and scores for the team.
Take escalated supervisor calls daily to meet customer and business needs.
Coach, mentor, and develop agent team for skills expansion and promotional
opportunities.
Perform other duties as assigned including taking front line customer calls as required.

Education

H.S. Diploma or equivelant required.
Four-year college degree preferred or equivelant work experience.

Experience Target

Minimum of 12 months call center experience.
Minimum 12 months supervisory experience in a call center.
Demonstrated interpersonal, coaching, and supervisory skills. Excellent verbal and
written communication skills.
Demonstrated ability to set priorities and multi-task.

Knowledge/Skills/Abilities

Above average computer skills required.
Dependable, reliable and able to perform duties with minimal supervision.
Ability to interact positively with customers, peers, and all levels of employees.

Pay Rate