• Job Description

  Req#: 40360

  Overview

  DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

  Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

  Responsibilities

  PURPOSE OF POSITION:

  Responsible for day-to-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.

  PRIMARY DUTIES AND RESPONSIBILITIES:

  • Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
  • Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
  • Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
  • Performs other related duties and assignments as required.

  Qualifications

  Qualifications:

  • Bachelor’s degree from an accredited college or university or equivalent work experience.
  • Currently a supervisor or above with excellent TOPS implementation skills.
  • Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
  • Strong verbal, listening, and written communications skills required.
  • Excellent attendance history is required.
  • Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions

  REQUIRED EXPERIENCE:

  • Minimum of 6 months of call center management experience.
  • Experience managing multiple programs concurrently is a plus.
  • Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
  • Excellent verbal and oral communication skills
  • Flexible work schedule based on hours of operations

• 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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