Teleperformance - Tallahassee, FL
posted about 2 months ago
Full-time - Mid Level
Tallahassee, FL
10,001+ employees
Administrative and Support Services
About the position
The Temp Team Leader of Customer Experience at Teleperformance is responsible for overseeing the daily operations of an inbound call center, ensuring that performance metrics are met and exceeded. This role involves coaching and developing team members, handling escalations, and maintaining adherence to company policies and procedures. The position is temporary and will conclude by or before May 1, 2025.
Responsibilities
- Ensures daily performance metrics are being met or exceeded, including quality, service level, and schedule adherence metrics.
- Coaches and educates agents on how to improve their performance for 80% of the day.
- Creates an environment focusing on fun, enthusiasm, and accountability.
- Takes initiative and shows leadership by creating performance improvement plans.
- Administers coaching and disciplinary action when appropriate.
- Handles both internal and client-led performance discussions.
- Performs other related duties and assignments as required by supervisor or management.
- Ensures adherence to all policies and procedures, including Security, HR, and Operations.
- Works with training and management staff to improve quality and efficiency of the Escalations team.
- Handles inbound escalations and provides excellent customer service to all subscribers and fellow representatives.
- Demonstrates a positive and helpful attitude to all subscribers and fellow representatives.
- Demonstrates advanced knowledge of Client products and trains new information to internal representatives.
- Assists in identifying trends in call handling and customer-related issues for feedback.
Requirements
- Must have at least 6 months experience as a supervisor.
- Exceptional attendance and a strong understanding of program requirements.
- History of meeting and exceeding performance expectations.
- Dependable with a passion to help and assist team members in reaching their full potential.
- Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others.
- Solid organizational, administrative, leadership, and time management skills.
- Excellent written and verbal communication skills consistent with North American business standards.
Nice-to-haves
- Flexibility to work nights and weekends.
- Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
Benefits
- Paid training
- Wellness program
- Health insurance
- Dental insurance
- Paid time off
- Vision insurance
