Team Leader of Customer Experience

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement program

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

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.

Qualifications

Must be able to work 100% onsite in Brownsville, TX

Must have at least 6 months experience as a supervisor

Must have availability to work various shifts influenced by current business needs.

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.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Regular Full-Time