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Customer Service Team Manager - Voyagé Prive & Sitel

Posted 8 March by SiTEL Easy Apply Featured Ended

This is an exciting opportunity to join Sitel Exeter at our award winning contact centre,

You will play a pivotal role in the performance and continuous operational improvement of the campaign to ensure the success of your team and the client’s customer service offering. Reporting into an Operations Manager, you will work in partnership on both the day to day management of the operation as well as innovations to drive the campaign forward. You will hold a visible position on site for both our clients and amongst the wider Exeter team.

Your main responsibility is to lead, motivate, coach and support your team to succeed against qualitative and quantitative targets, whilst ensuring full compliance with all business and Clients procedures.

Key responsibilities:
Direct responsibility in recruitment, selection, training and on-going skills development for all Advisors in the team to ensure that we attract and retain the very best talent
Apply a process of continuous review and proactive management of absenteeism and attrition
Continually review and monitor work performance against agreed KPIs, instigating appropriate corrective action, using performance management tools
Undertake individual monthly performance reviews, 1:1 meetings and team meetings to ensure achievement of business objectives
Ensure Advisors are recognised and rewarded for outstanding achievements and performance in line with Sitel’s mission and values
Facilitate a culture of open and honest two-way communication to encourage feedback and sharing of ideas

Experience Target:
People management experience, preferably in a call centre environment

Demonstrable leadership skills with the ability to motivate and engage

Excellent people development and communication skills

Experience of achieving proven results against KPIs
Analytical and problem solving skills
Strong organisational aptitude and proven time management skills
Motivated, pro-active and enthusiastic in approach
Good numeric and verbal reasoning skills
Effective time management
Excellent problem solving skills

Extensive knowledge of Microsoft packages


Fully paid training

Career progression; we encourage our employees to develop and progress within our business and look to our own talent pool when positions become available

Additional holiday buying scheme

Corporate perks - an exclusive online platform that helps you to save money on shopping and entertainment

Pension scheme

Discounts at local gyms and restaurants

Employee Assistance Programme

Free fruit Monday

Childcare voucher scheme

Eyecare vouchers

Reference: 33995184

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