Team Manager Anglophone Contrat : CDI

Sitel Group devient officiellement Foundever™.

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.

SUMMARY OF RESPONSIBILITIES :

FOUNDEVER FES is looking for an experienced Team Manager for a project involving a reputable enterprise. As a Team Manager, you role will be to:

• Ensure that calls are handled professionally.
• Provide direction and guidance to guarantee the consistent achievement of key performance metrics.
• Achieve, measure, report, and communicate metric goal attainment for assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieve goals for the number of call monitoring per week and scores for an assigned team of customer service agents.
• Coach, mentor and develop agent team for skills expansion and promotional opportunities.
• Perform other duties as assigned.

QUALIFICATIONS :

• Fluent in English (excellent oral and written communication skills) as you will be required to handle meetings with top management based in the USA
• Minimum of 2 years as team manager, in a call centre environment.
• A degree in the following fields : Commerce, Marketing, Communication...etc.
• Charisma, integrity, a spirit of challenge, leadership, communication and management skills are all necessary qualities that can guarantee a successful career.

Like all our company's positions, this position is open to people with disabilities or reduced mobility. If you have what it takes to succeed and bring value, this opening is for you!