Operations Manager-Starkville, MS

ABOUT US

Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel's clients, many of the largest and well-known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).

 

SUMMARY OF PRIMARY JOB RESPONSIBILITIES

Manage first line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met. Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or more client.

 

EDUCATION

Four-year college degree or equivalent directly related work experience

 

EXPERIENCE TARGET

Four or more years directly related experience including two or more year’s supervisory experience. 

 

KNOWLEDGE/SKILLS/ABILITIES

Strong leadership skills with ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management ability. Demonstrated knowledge of contact center operations and customer support. Demonstrated knowledge of technology industry and general business management. Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals. 

 

Company
Sitel
Posted
04/06/2018
Type
Full time
Location
Starkville, Mississippi 39759, US