About the Company
Sitel Group is a global leader in customer experience management, providing comprehensive contact center solutions and digital expertise to top brands worldwide. With a commitment to innovation, employee development, and customer satisfaction, we empower our teams to deliver exceptional service from anywhere. Join our dynamic remote workforce and be part of a company that values your talent and offers boundless opportunities for growth.
Job Description
We are seeking a highly motivated and experienced Professional Teleperformance Lead to join our corporate remote team. This is a 100% remote position, offering the flexibility to work from your home office. As a Teleperformance Lead, you will be instrumental in overseeing the performance and development of a remote team of customer service professionals. You will drive operational excellence, ensure adherence to quality standards, and foster a positive and productive work environment, all while contributing to the strategic goals of Sitel Group. Your leadership will directly impact our ability to deliver world-class customer experiences.
Key Responsibilities
- Lead, mentor, and motivate a team of remote customer service agents to achieve individual and team performance targets.
- Monitor call quality, productivity, and adherence to company policies and procedures.
- Conduct regular performance reviews, coaching sessions, and provide constructive feedback to team members.
- Develop and implement training programs to enhance agent skills and improve service delivery.
- Analyze performance data and identify trends to proactively address areas for improvement.
- Collaborate with other departments to resolve complex customer issues and enhance overall customer satisfaction.
- Ensure compliance with all company and regulatory guidelines.
- Handle escalated customer inquiries and provide effective resolutions.
- Manage scheduling, attendance, and adherence of team members within the remote environment.
Required Skills
- Minimum of 3 years of experience in a team lead or supervisory role within a call center or BPO environment.
- Proven ability to lead and motivate remote teams effectively.
- Strong understanding of contact center metrics and KPIs (e.g., AHT, FCR, CSAT, NPS).
- Excellent communication, interpersonal, and coaching skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
- Ability to work independently and manage time effectively in a remote setting.
- Problem-solving and decision-making capabilities.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Experience with workforce management (WFM) tools and methodologies.
- Familiarity with various customer service technologies and platforms.
- Certification in customer experience (CX) or lean Six Sigma.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Work from home stipend for essential office equipment and internet.
- Employee assistance program and wellness initiatives.
- A supportive and inclusive remote work culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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