Call Monitoring Specialists | American Software Account | Techno Point Ortigas

Call Monitoring Specialists | American Software Account | Techno Point Ortigas

Sitel Philippines Corporation
Metro Manila / NCR
1 - 2 Years
Not Specified

Job Description

SUMMARY OF PRIMARY JOB RESPONSIBILITIES:

  • Responsible for monitoring associate phone quality and tool usage to ensure high level of customer satisfaction and first call resolution.
  • Responsible for meeting contact center weekly goals.
  • May be responsible for completing monitoring forms including comments detailing associate performance saving all results in the database for review.
  • May be responsible for conducting customer satisfaction surveys for all clients and service types participating in the customer satisfaction process and monthly reporting for all areas using Excel and Survey Tracker to produce reports.
  • Responsible for making recommendations for quality improvements for manager/supervisor to coach their teams.

Sitel is a global Business Process Outsourcing (BPO) leader. The company meets

clients’ customer care and transaction processing needs through 67,000 associ-
ates in 27 countries. Sitel provides world-class solutions from on-shore, near-
shore and offshore locations across 155+ facilities throughout North America,

South America, EMEA and Asia Pacific.
The company’s award-winning services provide clients with the strategic insight,
scale and diversity of offerings to ensure the best return on their customer
investment. The company is privately held and majority owned by Canadian
diversified company, Onex Corporation. For more information, please visit www.
sitel.com.

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