Team Manager

Team Manager in Madrid

Role Purpose


To lead the team to meet and exceed business objectives ensuring that key financial, operational and quality metrics are consistently achieved.

Primary Responsibilities:

  • Direct involvement in the recruitment, selection, induction training and ongoing skills development for all Advisors in the team, ensuring we attract and retain the very best talent.
  • Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
  • Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
  • Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
  • Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
  • Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
  • Facilitate a culture of open and honest 2 ways communications, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
  • Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
  • Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
  • Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
  • Ensure accurate and timely communication of any client/campaign issues to Operations Manager.


Compliance


Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone.
Take personal responsibility to understand and comply with all company and client security requirements and policies.
Ensure that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of SITEL and its Clients, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified. Need to know and comply with environmental issues that affect their position (energy and water saving, waste location, etc. )

Knowledge and Skills:

  • 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.
  • Ability to organize and prioritize set priorities and multi-task.
  • Effective problem solving skills.
  • Sitel policies, procedures, products and services.


Preferred Qualification and Experience

Education:
2/3 year college degree or directly related work experience.


Experience Target:
Minimum of 12-18 months call center experience, preferably as a Product Specialist.
Successful coaching and management of others
Experience managing multicultural teams


Languages:
Native level of Flemish and advance level of English
Native level of Belgium French and advance level of English

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