15 Jun 2013

Contact Center Team Manager _Nordic Markets (m/f)

SitelSao-jorge-de-arroios, Lisboa, Lisboa, Sao-jorge-de-arroios, Portugal

Descrição da Oferta

About us
Sitel is a Multinational Contact Center Outsourcing Provider Company, in Portugal for 20 years and now with a team of 550 associates. We believe Portugal is one of the best places to work, its contact center industry is one of the fastest growing and better equipped in the world, with quality results that match the most demanding standards. Developing Contact Center projects in all EMEA region (Europe, Middle East and Africa) and Brazil, we are growing in a sustained and strategic way.

Summary of Primary Job Responsibilities
Reporting to the Operation Manager, will be responsible for a multilingual team between Swedish, Finn, Danish and Norwegian Agents performing Customer Care Support roles to a Pharmaceutical & Healthcare multinational company. Will be directly responsible for recruitment, induction training and ongoing skills development for all Advisors; Proactive management of absenteeism and attrition; Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor coaching, developing and motivating Advisors. Your main objective will be to lead the team to meet and exceed business objectives ensuring that key financial, operational and quality metrics are consistently achieved.

Education
• University degree OR directly related work experience

Experience Target
• Experience as a Call Center Team Manager/Supervisor;
• Minimum of 1 year call centre experience;
• Experience with multilingual projects;
• Successful coaching and management of others.

Knowledge/Skills/Abilities
• Swedish, Finn, Norwegian or Danish native speaker OR Management experience with this markets teams (eliminatory);
• Strong English knowledge both spoken and written (eliminatory);
• Evidence of effective interpersonal, coaching and leadership skills;
• Excellent telephone, keyboard, verbal and written communication skills;
• Good numeric and verbal reasoning skills;
• Effective time management and decision making.
Other Information
• Full-time job (Monday to Friday) with long term contract directly with Sitel
• Private health insurance after 6 months of work
• Workplace: Parque das Nações, Lisbon
• Growing project and Careers plans
• Office with great location and good work environment
• We can help you finding accommodation in Lisbon
• Starting date: June/2013 (in Lisbon)

Categorias: Serviço ao Cliente.

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