PURPOSE OF POSITION
Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.
ABOUT THE COMPANY
Teleperformance is the number one contact center and client relationship management company in the world. Founded in 1978, the Company operates nearly 83,000 computerized workstations, with more than 100,000 employees across 2,376 contact centers in 51 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries. Teleperformance is a people company, our passion and dedication to the growth and success of our people can be seen in each one of our actions and initiatives.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
Manage center operations, business planning which will ensure the staff’s operational efficiency Delivering a superior client experience.
Accountability for the delivery of value-adding management services in support of 500 staff members
The development & implementation of processes that establish positive employer-client relationships.
Promote employee morale programs and retention programs
Manage compliance including forecasting, staffing, client service commitments, budget, forecasts
Conducts management evaluations with unit supervisors, quality supervisor and workforce
Organize employee focus groups for feedback for future employee development programs.
Responsible for management follow through of the TOPS coaching program.
Responsible for management and adherence of performance reporting processes.
Participate as a value-adding member of the Teleperformance management team.
Through demonstrated performance, promote the highest standards of professional conduct.
Assist with driving positive client metrics which influence budgets for the specific center operation.