Learn, Lead & Grow. #SitelGreece
As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions including self-service, artificial intelligence (AI), automation and data-driven analytics with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.
Come and work with us.
We are looking for a talented and accomplished English Operation Manager to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.
As an Operation Manager in this project, your daily responsibilities will include :
Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
Preparing, analyzing and presenting data to the Client as part of monthly / quarterly performance reviews
Undertake formal monthly / quarterly performance reviews and 1 : 1 meeting with direct reports against KPI’s
Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development
Management of any Client escalations relating to the Operational team’s performance
Apply process for tracking of customer / client satisfaction and complaints in terms of response and resolution
Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed
Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives
Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities
Maximize your experience.
To succeed in the role, you will need to have :
Bachelor’s degree or directly related work experience
Strong English verbal and written communication skills (mandatory)
A proficient second language will be a plus
Minimum of 2 years previous Call Center experience
Evidence of effective interpersonal, coaching, and leadership skills
Good organization / time management skills and problem-solving skills
Ability to work with a variety of people from diverse backgrounds
Ability to organize and prioritize, set priorities and multi-task
Ability to adhere to all organizational policies and procedures
Ability to provide feedback in a positive and supportive manner
Ability to assess agents’ professional, linguistic, technical and diagnostic skills, identify strengths / weaknesses and recommend solutions
Able to effectively use Microsoft applications (i.e. : Word, Excel, PowerPoint, Project, Outlook, etc.)
Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results
Must hold EU citizenship or valid work permit for Greece
Be a local candidate or willing to relocate to historic Athens, Greece
Specific Requirements (when necessary) :
Availability to travel
Gain stability, expand possibilities.
What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.
Very competitive wages and stability
Private healthcare & dental insurance
Continuous learning / development opportunities and competitive career opportunities
A safe, friendly, creative, innovative and technological organization
International and multicultural environment (celebrations, our SitelFit wellness program, initiatives to develop your skills and events to increase the team spirit)
Be bold. Be you.
Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity.
You choose where you want to go; we help you get there!