Back to search.SITEL EMEA - Bilingual Team Managers
| Employment Type: | Permanent |
| Location: | South London - London, United Kingdom, Kingston upon Thames |
| Salary: | £20 000 - £22 000 + 10% quarterly bonus |
| Languages: | Dutch, Finnish |
| Required Languages: | 1 |
Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer. At the Kingston upon Thames site, we manage a range of corporate, blue-chip campaigns such as Microsoft, Sony, Philips and Digital River to name a few.
We are currently recruiting for a number of Team Managers for a brand new campaign due to start at the Kingston site. This campaign is a global mobile phone telecommunications company with a highly regarded reputation within the industry globally.
The Team Manager is responsible for the daily follow-up, coaching, motivation, and development of a team of agents. The objective is to realize maximum productivity and quality and to achieve the pre-defined KPIs (Key Performance Indicators) and PIs (Performance Indicators).
He/she coaches and informs the agents to keep the customer experience at the highest standard.
• Manages, develops, motivates and coaches on a daily basis a team of agents with an eye on the achievement of maximum productivity, quality and efficiency and the realization of pre-defined internal and/or client KPIs and PIs on group and individual level.
• To coach, develop and motivate agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development
• Controls the KPIs and PIs on a regular basis and – if necessary – takes action designed to achieve the set targets.
• Reports on a regular basis on individual and collective AGENT results with reference to the pre-set objectives
• Respects process of continuous review and proactive management of absenteeism and attrition for all agents in his/her team
• Recognizes indicators of employee dissatisfaction and escalates if necessary.
• Ensure actions from the employee satisfaction survey are implemented and continuously reviewed.
• Facilitates a culture of open and honest 2-way communication ensuring employee satisfaction is at an optimal level.
• Is responsible for the corrections of the agents data in the time registration tool.
• Is responsible for the intra-day management of the daily agent allocation schedule.
• Whenever required, participates in the selection and recruitment of agents and coaches.
Education and/or experience on the entry level:
• Higher secondary education or its equivalent through experience
• Experience as an agent is an asset and Team Management would be highly desirable.
Language knowledge:
• Verbal knowledge of one of the following national languages (French or Dutch)
Other knowledge and know-how:
• Basic knowledge of Windows and Office applications
• General project-oriented product and application knowledge
• Creativity
• Understand the importance of KPIs, and be able to direct the team to reach them
• Sense of responsibility
• Verbal and written communication skills to permit effective communication with colleagues on all levels within the organization and clients.
• People Management and team development skills
• Flexibility
• Skills to combine a number of divergent tasks (multi-tasking)
• Analytic skills (reporting)
• Pro-activity
Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.
We are currently recruiting for a number of Team Managers for a brand new campaign due to start at the Kingston site. This campaign is a global mobile phone telecommunications company with a highly regarded reputation within the industry globally.
The Team Manager is responsible for the daily follow-up, coaching, motivation, and development of a team of agents. The objective is to realize maximum productivity and quality and to achieve the pre-defined KPIs (Key Performance Indicators) and PIs (Performance Indicators).
He/she coaches and informs the agents to keep the customer experience at the highest standard.
• Manages, develops, motivates and coaches on a daily basis a team of agents with an eye on the achievement of maximum productivity, quality and efficiency and the realization of pre-defined internal and/or client KPIs and PIs on group and individual level.
• To coach, develop and motivate agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development
• Controls the KPIs and PIs on a regular basis and – if necessary – takes action designed to achieve the set targets.
• Reports on a regular basis on individual and collective AGENT results with reference to the pre-set objectives
• Respects process of continuous review and proactive management of absenteeism and attrition for all agents in his/her team
• Recognizes indicators of employee dissatisfaction and escalates if necessary.
• Ensure actions from the employee satisfaction survey are implemented and continuously reviewed.
• Facilitates a culture of open and honest 2-way communication ensuring employee satisfaction is at an optimal level.
• Is responsible for the corrections of the agents data in the time registration tool.
• Is responsible for the intra-day management of the daily agent allocation schedule.
• Whenever required, participates in the selection and recruitment of agents and coaches.
Education and/or experience on the entry level:
• Higher secondary education or its equivalent through experience
• Experience as an agent is an asset and Team Management would be highly desirable.
Language knowledge:
• Verbal knowledge of one of the following national languages (French or Dutch)
Other knowledge and know-how:
• Basic knowledge of Windows and Office applications
• General project-oriented product and application knowledge
• Creativity
• Understand the importance of KPIs, and be able to direct the team to reach them
• Sense of responsibility
• Verbal and written communication skills to permit effective communication with colleagues on all levels within the organization and clients.
• People Management and team development skills
• Flexibility
• Skills to combine a number of divergent tasks (multi-tasking)
• Analytic skills (reporting)
• Pro-activity
Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.
You cannot apply for this job as it is no longer active.
