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.

Sitel's ability to serve customers and track customer information across multiple channels enables us to consistently provide positive, intelligent service on behalf of our clients.

Customers expect professional, consistent service, support and information every time they interact with you. Sitel offers a variety of outsourced customer interaction solutions covering each stage of the customer lifecycle—revenue-generation; customer care; retention; technical support; receivables management(collections) and back office (item processing).

We recognize no one solution can meet the needs of every business—each has different solution requirements depending upon strategic objectives and future plans. As such, our methodology provides solutions that are market-ready, yet customized, based upon the specific requirements of your business.

In addition, we have developed industry-specific competencies that allow us to respond to unique demands and opportunities in specific vertical markets. Our multi-tiered approach to client engagement for both business-to-consumer (B2C) and business-to-business (B2B) programs enables us to align our solution as closely as possible with your unique business goals.

For more information, please visit http://www.sitel.com

Our Moncton office is Currently recruiting for Coaches/Front Line Supervisors.

Job Summary:

• Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
• Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Agents/Advisors against agreed Key Performance Indicators, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for assigned team.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
• Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed.
• Coach, develop and motivate Agents/Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.

Qualifications:

Education:

• Completion of High School

Experience:

• Minimum of 12-18 months call center experience OR significant customer service experience in the hospitality, restaurant, or retail industries.
• Successful coaching and management of others.

Skills: 

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Excellent telephone, computer/keyboard, verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective time management.
• Effective problem-solving skills.
• Performance Management skills.
• Client/customer management skills.

Knowledge/Abilities: 

• Ability to organize, prioritize and multi-task.
• Must demonstrate flexibility, be a self-starter, and thrives in a team environment. 
• Ability to maintain high level of professionalism and confidentiality.

To apply for this position, please email your resume to Kim.Sinclair@sitel.com and include the "Coach" in the subject line.

Or come visit us at 320C Edinburgh Drive, Moncton, NB  E1E 2L1

We would like to thank all applicants however, only those who are qualified will be contacted.