Vacancy expired!
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.Purpose of Position:Develop, implement, assess, and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.Responsibilities:Ensures daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics
80% of your day will consist of coaching and educating agents on how to improve their performance
Create an environment focusing on fun, enthusiasm, and accountability
Take initiative and show leadership by creating performance improvement plans
Administer coaching and disciplinary action when appropriate
Handle both internal and client-led performance discussions
Perform other related duties and assignments as required and as assigned by supervisor or other management
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Working with training and other management staff to improve quality and efficiency of Escalations team.
Handle inbound escalations
Provide excellent customer service to all subscribers and fellow representatives
Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
Demonstrate advanced knowledge of Client productsUnderstand, Organize, and Train new information to internal representatives for educational and informative purposes
Assists in identifying trends in call handling and customer-related issues for feedback
Performs other related duties and assignments as required.Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
Qualifications:College degree preferred or equivalent work experience required.
6 months of supervisory experience
Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others.
Track record of sustained high-level success.
Ability to achieve and maintain extreme calibration at all levels within a team.
Solid organizational, administrative, leadership, and time management skills.
Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.Must have a keen sense of attention to detail.
Skilled in determining why and how tasks should be attempted and their effective completion.
Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
Excellent written and verbal communication skills consistent with North American business standards.
Expert-level Excel skills.
Must have availability to work various shifts influenced by current business needs.
