Assistant Manager of Customer Experience

Teleperformance - Brownsville, TX

Full-time - Mid Level

Brownsville, TX

10,001+ employees

Administrative and Support Services

About the position

Teleperformance is a global, digital business services company that provides advanced, digitally powered business services to help the world's best brands streamline their operations in meaningful and sustainable ways. With a workforce of over 410,000 passionate individuals speaking more than 300 languages, we leverage our global scale and local presence to support our communities, clients, and the environment effectively. As an Assistant Manager of Customer Experience, you will play a crucial role in the development, implementation, and improvement of day-to-day operations within our contact center, specifically focusing on inbound technical support and customer service support. In this position, you will be responsible for developing and implementing operational practices that foster positive relationships among employers, employees, and clients, while promoting high levels of employee morale. You will manage compliance and reporting for all center operations, which includes call volume forecasting, staffing, client service commitments, budget management, and payroll oversight. Your role will also involve overseeing the daily operations of the contact center, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence. As a team player in a fast-paced, high-energy environment, you will thrive by promoting the highest standards of ethical and professional conduct through your individual performance. You will continue to liaise with various departments, including Account Management, Quality Assurance, Training, Recruiting, Workforce Management, IT, and the Client, to ensure seamless operations. This position requires flexibility to work onsite in Brownsville, TX, and may involve some travel. Your contributions will be vital in creating a workplace where employees feel valued, inspired, and supported, ultimately leading to enhanced productivity and engagement.

Responsibilities

• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
• Perform other related duties and assignments as required.

Requirements

• Bachelor's degree from an accredited college or university or at least 1 year of leadership experience.
• Experience managing 150+ people preferred.
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

Nice-to-haves

• Teleperformance TOPs knowledge preferred but not required.
• Flexibility to work Mon-Fri 8AM-5PM.

Benefits

• Paid training
• Wellness program
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance