Process & Engagement Lead

Process and Engagement Lead
Are you a committed employee with experience from customer service? Do you want to be part of implementing processes and engaging our employees? Do you have experience working with the challenges related to project implementation, training managers and employees in processes/way of work and tracking progress? In that case we have the right role for you here at Sitel Gothenburg.
At Sitel, we work with customer service and support on behalf of different companies who are leading the market within their field. As Process and Engagement Lead your key task will be to implement our global operational standards (GOS) and to lead internal communication and engagement with our employees. You will be part of a passionate and ambitious team that focuses on delivering good results, and where no two days look the same.
Job Summary
As Process and Engagement Lead you will work to implement Sitel’s Global Operational Standards (GOS) ensuring that operations live up to the globally defined way of work. You will participate in weekly meetings with your colleagues from all over the world to discuss progress and roadblocks in implementing our standards. You will also be the main point of contact for our operations managers and the main lead in internal communication via Sitel’s internal platform MaxConnect. Our Training and Quality Manager will be your direct manager who will guide and support you in your growth and success at Sitel.
You Will Ensure a Good Operational Foundation Through
• Knowing the operational standards by heart
• Planning the implementation projects
• Training all relevant employees in the operational standards
• Updating all stake holders and your direct manager on the progress
• Informing & engaging the organization via our internal communication platform
• Being main point of contact and helping to answer all questions with a smile
• Tracking progress and doing internal audits to ensure alignment
What are we looking for?
The Ideal Candidate
• Can work independently and organize time and tasks efficiently
• Inspires people and interprets visions and translates it to the daily work procedure
• Promotes a culture of open and honest communication and an environment that encourages team spirit
• Has great communication skills and ability to engage employees
• Has a very high level of one of the Scandinavian languages and good English skills
• Has experience with process and/or project implementation
• Has experience from the call center industry
• Has good skills in Microsoft Office
• Has, as a minimum, a Highschool degree
Why Sitel?
Among the benefits of working with us is a good health insurance, a pension scheme, as well as a great work and social environment. We often have social events, competitions and other activities to make everyday life at the office a little bit more fun. Sitel has an atmosphere of joy, pace and ambitions, and in our flat and open organization, we will provide you with the best possible opportunities to develop and be inspired by colleagues at all organizational levels across our business. We take care of your development, both personally and professionally, and we make sure that you have the right conditions to thrive and deliver the best results. In turn, we expect the same from you – to always do your best in your job.
How to apply?
Have you read this job add and find it to be the perfect fit for you, but do you not necessarily fulfill all of the requirements? We would still really like to hear from you and encourage you to send in an application and a resume, so we can get to know you better.
We will have interviews on an ongoing basis and will hire once we find the right candidate, so do not hesitate to apply if you believe this job sums up your character and ambitions.
If you have any questions regarding the position or about Sitel as a workplace, you can contact our Training and Quality Manager Nicolai Funch at Nicolai.funch@connect.sitel.com.
We look forward to hearing from you!