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Req ID#: 233910
Knoxville, TN, US, 37922
Learn, Lead & Grow at Sitel Group
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
About Sitel Group
As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world's best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions - including self-service, artificial intelligence (AI), automation and data-driven analytics - with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.
SUMMARY OF JOB RESPONSIBILITIES
Responsible for calibrating, monitoring and supporting the quality standards between clients and Sitel.
Participants will join call monitoring (contact) with client, client services team and call center team.
Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause.
Ensures production goals are met regarding quality and quantity of call handling.
Communicates recommendations for changes or improvements to programs to maximize Calls, Knowledge, and Attitude.
Acts as the subject matter expert for agents working closely with LEAP/Quality Champion.
Interacts with Coaches/Operations Managers and Senior Team Manager to remedy system or script problems that may affect Trusted Professionals performance.
To present a positive attitude to trusted professionals and clients during periods of stress (e.g.: system or communications failures or downtime).
Other duties as assigned from time to time by the operations management team.
Basic PC skills.
Strong customer service and interpersonal skills.
Good verbal and written communication skills.
Research, analytical and problem-solving skills.
Knowledge and effective use of quality management processes and tools.
Ability to work well independently or within a team.
Only for associates from Project Care, not allowed from another Client as Product training is a must.
Only Candidates from Knoxville,TN will be consider as visits to our local site are a must