• Job Description

  Req#: 44999

  Overview

  COPC Implementation Leader

  About Us

  Teleperformance is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies. Teleperformance Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly-skilled professionals.

  Our Work Culture

  At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

  ● Autonomous - We encourage and trust your decision making skills.● Progressive work environment- If you have skills to prove we have all ladders for you to grow● Innovative - All ideas matters● Inclusive - Everyone is Included and everyone wins● We work hard and party even harder.

  PURPOSE OF THE ROLE

  The COPC Implementation Leader (Customer Operations Performance Centre) is responsible for overseeing COPC Certification Process of the site and contributing directly to its success. Working closely with Operations, WFM, Recruiting, Training and Quality, you will ensure appropriate training/performance within all necessary departments in order to ensure compliance to COPC and support data drive efforts to improve performance to achieve company and/or client requirements.

  Salary range of $40,000-$45,000

  Benefits & Perks

  ● Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.● Robust career path with a full development plan Opportunity to grow in organization● Paid training ● Continuous learning through progressive training that is specific to your tenure and skills.● Competitive salary with incentive program● Positive and supportive environment● Weekly Friday Night Drinks / Social,Trivia Nights,Games evenings and Movie Outings.● Medical and Dental benefits,Employee Family Assistance Programs, Rewards & Recognitions programs.

  **Urgently Hiring***

  This position is on-site as needed so proximity to office is needed.

  Qualifications

  • COPC Certified a must!
  • Excellent communications skills – both written and verbal to assist in ensuring prompt resolution of issues identified
  • Attention to detail
  • Critical thinking
  • Leadership skills
  • Initiator, Self-motivated and Self driven.
  • 2 years call center experience.

  • Must be able to perform tasks independently
  • Should be willing to work off office hours if/when need arises.
  • Six Sigma training/experience preferred

  Responsibilities

  • Already be certified to the current COPC standard. To receive your COPC Registered Coordinator status, you must achieve a 90%+ during the training.
  • Analyze data, discern trends and make recommendations
  • POC for COPC at site level
  • Drive high performance, improve revenue, service and quality and reduce costs through consistent, repeatable and scalable methods that achieve measurable performance improvement using Best practices, metrics and benchmarks.
  • Develop thorough corrective and preventative plans for all departments involved
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations and IT, any known infractions of these corporate policies and procedures are communicated to the Director IT immediately

• About the company

  We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

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