Teleperformance · 2 days ago
Temp Team Leader of Customer Experience
United States
Full-time
Remote
Entry, Mid Level
1+ years exp
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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 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.
Qualification
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Required
Must be able to work remotely
Must be flexible and able to work nights and weekends
Must have at least 6 months experience as a supervisor
Must be willing to contribute new/innovation
Exceptional attendance, strong understanding of program requirements, history of meeting and exceeding performance expectations.
Must be dependable and have passion to help and assist team members on becoming successful in reaching full potential.
Flexible on hours, willing to complete and certify on boarding program and be the Best Provider for the client!
Will be responsible for running a team of advocates and the day to day operations of their coaching and development.
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.
Must have availability to work various shifts influenced by current business needs.
Company
Teleperformance
Teleperformance is an outsourcing company that provides services for debt collection, telemarketing, CRM, and communication.
10,001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.52B2023-11-16Post Ipo Debt· $1.52B
2007-01-18IPO· epa:TEP
Leadership Team
Daniel Julien
Chairman and CEO
Katrina Kerr Sevier
Chief Human Resources Officer
Recent News
Company data provided by crunchbase
