Call Center Operations Supervisor - Hiring Now

Learn, Lead & Grow at Sitel Group
We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 160,000 people around the globe - working from home or one of our CX hubs - we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

SYKES is seeking a 3rd Party Operations Call Center Supervisor to support customers in the U.S., Canada, and Latin America. Our goal is to provide world class customer support and achieve our business goals through the supervision, leadership, coaching of 3rd party vendor front-line operations.
Our call center operations support Consumer Electronics:

• Technical/operational inquiries and Service
• Sales support for online store

Responsibilities:

• You will oversee daily operations and quality support to all levels of the front line and back-office 3rd party operations. You will also work closely with the business unit liaisons and Consumer Electronics division management to ensure the business direction is implemented on the front-line.
• Consumer Electronics Operations is driven by clearly established goals and KPI's. You would be responsible for closely tracking and analyzing progress toward goals and KPI results of front-line operations and for developing and implementing tactical action plans.
• The environment is robust and fast-changing; constantly changing and evolving, requiring on-going implementation of action plans and initiatives to support management and business direction
• Incumbent in the 3rd Party Operations Supervisor role is a key contributor to planning, executing and assuring the success of these initiatives
• Requires project management with cross functional teams and all levels of Consumer Electronics Operations, divisional and 3rd party management, and excellent written and verbal communication skills.
• You would be responsible for monitoring and responding to inquiries, issues, and escalations from the front line and back-office operations; mainstreaming/operationalization of project and initiatives.
• You will also monitor and respond to customer NPS rating and comments from multiple survey channels. This role is a steward of the customer experience and brand.