Baguio Sitel - Team Lead

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 ---------- to learn more.


SUMMARY OF RESPONSIBILITIES
Ensure that calls are handled professionally
Provide direction and guidance to guarantee consistent achievement of key performance metrics
Achieve, measure, report, and communicate metric goal attainment for assigned team
Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents
Coach, mentor and develop agent team for skills expansion and promotional opportunities
Perform other duties as assigned


BASIC POSITION QUALIFICATIONS
Four-year college degree or directly related work experience
Minimum of 12 to 18 months of call center experience preferably as a product specialist
Demonstrated interpersonal, coaching, and supervisory skills
Excellent verbal and written communication skills
Good computer skills (hardware, operating systems, Internet)


WORK EXPERIENCE
Minimum of 12 to 18 months of call center experience preferably as a product specialist


EDUCATION
Four-year college degree or directly related work experience


KNOWLEDGE / SKILLS / ABILITIES
Demonstrated interpersonal, coaching, and supervisory skills
Excellent verbal and written communication skills
Good computer skills (hardware, operating systems, Internet)
Demonstrated ability to set priorities and multi-task