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Team Leader Of Customer Experience ๐Ÿ”ฅ


Overview:
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.

Responsibilities:
  • 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.
Qualifications:
  • 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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