Job Description

Category : Client Operations

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\xe2\x80\x99s population. This kind of growth wouldn\xe2\x80\x99t 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:

Entry level supervisory role. Works under general direction of customer service management. Typically supervises a team of ten to twenty-five Contact Center Associates. Requires a minimum of three years of experience in a call center or customer service-related position in a service industry and at least one or more years supervisory or team leadership experience. Demonstrates basic competencies of the supervisory position focused on customer satisfaction, communication, team management and execution with a results focus.

GENERAL DUTIES & RESPONSIBILITIES:

• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
• Ensures adequate phone coverage including making decisions regarding scheduling changes.
• Acts as an escalation point for resolving the most difficult customer issues.
• Evaluates the quality of customer service associates\xe2\x80\x99 calls from customers; provides feedback to reps on strengths and areas for improvement.
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• Serves as an escalation point for resolving the most difficult customer issues.
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
• Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.
• Approves and implements streamlining opportunities and process improvements.
• Coordinates customer service activities with other internal functions.
• Tracks and reports contact center performance against objectives and goals, e.g., quality, call volume, customer satisfaction, etc.
• May serve as a backup to more senior customer service management in their absence.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS

• High school diploma or GED. Associate\xe2\x80\x99s or Bachelor\xe2\x80\x99s degree or the equivalent combination of education, training, or work experience is preferable.

QUALIFICATIONS/SKILLS

• Considerable knowledge of the company\xe2\x80\x99s products, services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services
• Ability to lead and manage large teams effectively.
• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
• Demonstrated problem-solving and decision-making skills.
• Demonstrated analytic and root cause analysis skills for process improvement initiatives.
• Demonstrates effective people skills and sensitivities when dealing with others.
• General skill in the use of MS Office and other standard software applications required to perform the job duties.
• Ability to work both independently and in a team environment.
• Must have open availability and willingness to work nights/overnights/weekends

Being One of Our People

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That\xe2\x80\x99s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

Teleperformance is an Equal Opportunity Employer

Teleperformance