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Team Leader Of Customer Experience ๐Ÿ”ฅ

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.

  • Provide training, information, and feedback to the staff.
  • Effectively handle questions and issues when necessary.
  • Assist with Recruiting as needed.
  • Take proactive steps to ensure that volume (Calls and Cases) will be answered and resolved.
  • Maintain, reporting, and assisting with schedule adherence to ensure service levels are being met.
  • Recommend and assist in implementing new processes and procedures for the department.
  • Work with client to enhance customer experience and rectify problems reported.
  • Learn other processes and procedures in order to complete job responsibilities.
  • Oversee customer service staff, floor operations, and staff in the absence of other Supervisors.
  • Accountable for knowledge of customer service processes and procedures.
  • Work in cooperation with client to resolve customer issues if necessary.
  • Coach, motivate, and educate staff in order to develop their problem resolution skills.
  • Mentor staff to manage difficult customer service issues.
  • Coordinate emergency and evacuation procedures
  • Other duties as assigned.
  • Product Ready/Product Trained: 6 Months Experience
  • Prior Supervisor/Training experience a plus, but not a must
  • Must be able to work at least one weekend day
  • High School Degree or GED required
  • Call Center/Retail experience preferred
  • Basic computer skills including all MS applications
  • Extensive experience in customer service.
  • Previous Supervisory Experience preferred
  • Ability to motivate a team of employees
  • Ability to multi-task and effectively handle high-pressure situations
  • 90 days or longer in current position recommended
  • No more than 4 attendance points in the last 90 days
  • 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

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