Customer Service Team Manager

Permanent SITEL posted 1 month ago
Job Description

Missions:

  • Ensure that calls are handled professionally.
  • Provide direction and guidance to guarantee the 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 the number of call monitoring per week and scores for an assigned team of customer service agents.
  • Coach, mentor and develop agent team for skills expansion and promotional opportunities.
  • Perform other devolved missions.

Qualifications :

The candidate we are looking for must be fluent in English and French as he/she will be required to handle meetings with top management based in North America. In addition we are also for candidates with the following qualifications:

  • Minimum of 2 years as team manager, in a call centre environment.
  • A degree in the following fields : Commerce, Marketing, Communication…etc.
  • Charisma, integrity, a spirit of challenge, leadership, communication and management skills are all necessary qualities that can guarantee a successful career.

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