Job details
Job type full-time number of hires for this role 10+
Qualifications
Supervising experience: 1 year (required)
Full job description
Purpose of position:
Develop, implement, assess, and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.
Primary duties, responsibilities, and requirements:
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 products
Understand, 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.
Position requirements:
College degree preferred or equivalent work experience required.
Minimum 12 months supervisory experience.
Ability to work under pressure, plan, meet deadlines and be accountable for the performance of other.
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
For over 40 years, teleperformance, the global leader in customer experience management, has been connecting customers with the world’s most successful companiesWith 380,000+ employees worldwide, teleperformance serves customers from 170+ countries in 265+ dialects!
Teleperformance`s digital integrated business services combines human touch and high technology to deliver extraordinary customer experiencesWhile technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion for making it happen.
Join us to make each human interaction simpler, faster, safer, extra efficient and more cost effective – while having a little fun!
Teleperformance is an equal opportunity employer!
Application deadline: 10/13/2021
Job type: full-time
Ability to commute/relocate:
El paso, tx: reliably commute or planning to relocate before starting work (required)
Experience:
Supervising experience: 1 year (required)
Work remotely:
Yes
