Seasonal Team Leader of Customer Experience
Teleperformance
Bristol, Tennessee
seasonal
team
customer experience
management
metrics
operations
procedures
leadership
coaching
call centers
work under pressure
administrative
time management skills
November 26, 2022
Teleperformance
Bristol, Tennessee
Overview
Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.
Qualifications
* At leaast six (6) months working with this specific client (REQUIRED)
* College degree preferred or equivalent work experience required
* Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
* 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
* Typing speed of 25 wpm
* Excellent written and verbal communication skills consistent with North American business standards
* Must have availability to work various shifts influenced by current business needs
* High school diploma or GED required
* Excellent attendance history is required
* Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
* Minimum of 90 Day tenure with Teleperformance
* Minimum 90% of Metrics Maintained
* No correction communications in the last 6 months
* Less than 3.0 EAF Points
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
Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.
Qualifications
* At leaast six (6) months working with this specific client (REQUIRED)
* College degree preferred or equivalent work experience required
* Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
* 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
* Typing speed of 25 wpm
* Excellent written and verbal communication skills consistent with North American business standards
* Must have availability to work various shifts influenced by current business needs
* High school diploma or GED required
* Excellent attendance history is required
* Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
* Minimum of 90 Day tenure with Teleperformance
* Minimum 90% of Metrics Maintained
* No correction communications in the last 6 months
* Less than 3.0 EAF Points
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
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