For over 40 years, Teleperformance has been connecting customers with the world’s most successful companies. It is the global leader in customer experience outsourcing management and the trusted provider of digitally integrated business services.
At Teleperformance, we combine human touch and high technology to deliver extraordinary customer experie...
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Manages and is responsible for day-to-day activities of one or more unit of operations.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
Manage the daily/weekly/monthly P&L
Develop annual operating budgets and provide fiscal direction of the department.
Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
Manages and develops a team of ACMs in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
Implements processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
Participate in monthly and quarterly ATAC meetings.
Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
Participates in the development and implementation of unit policies and procedures.
Participate in client meetings as required.
Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
Other duties as assigned.
Education and Specific Training
Bachelor’s degree
Work Experience
5 – 7 years of management experience in a BPO or call center.
Technical Skills
Usage of MS Office
Customer or function specific programs, CCMS
At least 130 strokes per minute, Accuracy of 80%
Project Management
Competencies and Specific Skills
Achievement Oriented
Analytical Ability
Communication Skill
Decision-Making
Flexibility
Judgment
Management Skills
Planning and Organizing
Problem Solving
Strategic thinking
Stress tolerance
Coaching Skills
Skills in testing or results and processes comply with the requirements
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