Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.
ABOUT US
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.
SUMMARY OF RESPONSIBILITIES
- Functions as SPOC for client across multiple sites and geos
- Developing strong relationships with client, connecting with key business executives and stakeholders
- Ensure delivery to SOW
- Provide operational support
- Put structure on the on-going ad-hoc requests from the client and internal
- Pro-actively develops industry-specific operational strategies to improve account performance
- Functions as point of escalation (employee issues, potential concerns, fraud etc.)
- Assess impact of internal and client change decisions on account
- Support the invoicing process
- Drive account culture / One Sitel team /One account culture (events, workplace, reward & recognition, best practice sharing)
- Manage new projects/changes
- Collaborates with Project Management to ramp up and commercialize new accounts
- Identify new business opportunities
- Supports Account Director in planning, and self-sufficiently directs, and coordinates activities of accounts to ensure that project goals are accomplished within the prescribed time frame and budget
BASIC POSITION QUALIFICATIONS
- Education: College diploma/degree
- Experience Target: Minimum 3 years of experience
- Skills: Team Work, Negotiations, Strategic Thinking, Multitasking, Flexibility, Client Facing
- Knowledge & interests: Management
- Special Certifications: Any certification related to management
- Travel Required: Yes, up to 25% of time
