As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation.
With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries.
Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences.
Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.
SUMMARY OF RESPONSIBILITIES
Achieve client established performance and productivity goals
this includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard
Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality / call monitoring process, pilots and design of experiments
Work with all levels of the management team, stakeholders, associates and client representatives, including daily interaction with site leadership
BASIC POSITION QUALIFICATIONS
Project Management, problem-solving and process development skills
Research, reporting and analytical skills, including sound ability to use PC applications (Windows, Excel, Access, Word, PowerPoint, e-mail and Internet)
Excellent written and oral communication skills, including proper grammar
Organizational and time management skills
5+ years of industry-related experience, ideally including a combination of call center, project management and quality experience
Statistical process control, personnel management and quality monitoring experience preferred
Previous experience with COPC and / or Six Sigma projects helpful
Four-year college degree in a business-related field or equivalent experience
KNOWLEDGE / SKILLS / ABILITIES
Ability to work in a dynamic, fast-paced environment
Fundamental understanding of statistical process analysis
Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients
Solid understanding of math principle, charts and graphs
Ability to provide direction and coaching to Process and Quality Analysts
Ability to lead and facilitate teams in quality-related activities
Strong understanding of account management and operational processes desired
TRAININGS / CERTIFICATIONS
Six Sigma certification and / or COPC training and / or certifications preferred
Job Segment : Call Center Manager, Call Center Supervisor, Data Analyst, Manager, Quality, Customer Service, Data, Management