Outbound Telecommunications Team Manager

Job Title:

 

Team Manager
 

SYNOPSIS OF ROLE: 

Provides leadership to customer relationship managers ensuring production objectives and performance standards are met.  Provides information and resolves customer needs according to customer and client service expectations.  Uses computerized systems for tracking, researching information, and troubleshooting.  Handles non-routine situations that may require adaptation of response or extensive research to resolve.

 

ESSENTIAL FUNCTIONS:Provides front line supervision to CSP's/CRM?s ensuring proper training, support, and customer service are supplied. Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs. Provides information to customer inquiries regarding products and services by utilizing a variety of resources. Makes judgements, recommendations, and decisions regarding various options and legal issues involved. Resolves issues by assessing customer needs, gathering information from dealer, and offering alternatives or solutions. Negotiates, mediates, and arbitrates between customers and dealers in order to resolve issues and meet customer and client expectations. Provides advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries. Documents orders, changes, and other information regarding customer accounts to ensure accuracy and quality of service. Learns and maintains extensive knowledge of  client philosophy and service processes to ensure quality customer service. Performs other duties as assigned.

 

CRITICAL SKILLS AND JOB COMPLEXITY:

 

Unique Knowledge and Skills

 Active listening skills Correct English language grammar, pronunciation, and business telephone etiquette. Basic math and computer knowledge. Strong negotiating and legal skills. Strong communication and interpersonal skills. Ability to type 20 wpm. Strong analytical and problem solving skills.

 

EDUCATION AND EXPERIENCE:Associates degree or equivalent work experience preferred. One year professional experience preferred.

 

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

 Noise level often above normal.Greater than 50% of the time will be spent standing or walking.

 

SITEL is an Equal Opportunity/Affirmative Action Employer.