Latest Jobs at Teleperformance

Job description

• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Leading ongoing reviews of business processes and developing optimization strategies.
• Staying up to date on the latest process and IT advancements to automate and modernize systems.
• Conducting meetings and presentations to share ideas and findings.
• Performing requirements analysis.
• Documenting and communicating the results of your efforts.
• Effectively communicating your insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.
• Working closely with clients, technicians, and managerial staff.
• Providing leadership, training, coaching, and guidance to junior staff.
• Allocating resources and maintaining cost efficiency.
• Ensuring solutions meet business needs and requirements.
• Performing user acceptance testing.
• Managing projects, developing project plans, and monitoring performance.
• Updating, implementing, and maintaining procedures.
• Prioritizing initiatives based on business needs and requirements.
• Serving as a liaison between stakeholders and users.
• Managing competing resources and priorities.
• Monitoring deliverables and ensuring timely completion of projects.

Education and Specific Training

• Bachelor’s degree

Work Experience

• A minimum of 5 years of experience in business analysis or a related field.
• Work experience in a contact center or BPO.

Requirement

• Exceptional analytical and conceptual thinking skills.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Advanced technical skills.
• Excellent documentation skills.
• Fundamental analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.
• Experience leading and developing top-performing teams.
• A history of leading and supporting successful projects.
• Proven knowledge of SQL, Tableau, and Power BI.

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Delivery

• Analyze adherence to quality policies and procedures by monitoring agents
• Execute coaching process using internal standards for feedback and coaching-
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
• Collect top call drivers’ data
• Develop reports in excel to inform about top call drivers and main opportunities found.
• Attend internal & external call calibration sessions
• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)
• Work closely with the Supervisor sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
• Responsible for refresher training on process changes and analysis and reporting,
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring
• Deliver feedback to agents
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree

Work Experience

• Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service
• Experience handling customers within service/technical fields within Call center Environment or a BPO
• Minimum 6-month work experience in a Call Centre Environment as an agent

Technical Skills

• Usage of MS Office
• Fluent English is mandatory
• Excellent computer skills
• Data Analytics

Competencies and Specific Skills

• Interpersonal skills
• Communication skills
• Problem solving
• Analytical Ability
• Adaptability
• Customer orientation
• Flexibility
• Stress tolerance
• Team building /teamwork
• KPI knowledge and understanding
• Transaction monitoring
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

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Deliveries

• 80% of their time monitoring & coaching. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor
• Follow all steps of TOPS to manage their team and their shift daily to ensure 80% of their shift is spent managing their team
• Support, motivate, evaluate, develop, and coach their Agents to continually meet and exceed their individual / team targets
• Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• interaction with other Departments (WFM, QA, Payroll/HR, etc)
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree
• Product knowledge

Work Experience

• Agent experience (at least six months)
• 3 + years’ experience at handling customers within service/technical fields
• Proven work experience in a contact center or BPO.

Technical Skills

• Usage of MS Office
• Use of CCMS
• Excellent Typing Skill
• Fluent, have acceptable accents, and speak clearly and understandably in English

Competencies and Specific Skills

• Communication skills
• Problem solving
• Analytical Ability
• Leadership skills
• Management skills
• Planning and organizing
• Customer service oriented / Sales skills
• Project Management
• Flexibility
• Stress tolerance
• Job motivation
• Team building /teamwork
• Time management
• Coaching skills
• KPI knowledge and understanding
• Transaction monitoring

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Delivery

• Prepare people, location, and facilities for Training Delivery
• Deliver Training to transfer learning
• Adapt approach to suit the group and individuals

Design

• Complete Training Needs Analysis to confirm the Training is applicable
• Design Training content with the Learners needs in mind

Outcomes

• Evaluate Training to check effectiveness
• Report on Training to summaries evaluation
• Take ownership of the attendees learning by following up

Communication

• Keep stakeholders informed and updated on Training
• Stay closely involved with operations

Education and Specific Training

• Bachelor’s degree

Work Experience

• 3+ years of experience in a training role in a technical support or client care operation
• Proven experience as a Trainer in a Contact Centre or BPO.

Technical Skills

• Usage of MS Office
• Data Analytics

Competencies and Specific Skills

• Training Delivery
• Training Design
• Training Outcomes
• Communication
• Presentation
• Writing
• Microsoft office
• Adaptable
• Cooperative
• Supportive
• Patient
• Creative
• Logical
• Innovative
• Attentive
• Persistent
• Objective
• Approachable
• Open
• Accountable

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Job description

• Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
• Support, motivate, evaluate, develop, and coach their supervisors to continually meet and exceed their individual / team targets
• Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• Participate with internal departments to meet client’s deliverables
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
• Manage a healthy program performance scorecard based on annual strategic plan of the country market
• Develop direct reports and potential Operational leaders
• Manage on Client´s escalations process
• Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase employee retention.
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree
• Product knowledge

Work Experience

• Previous experience as a supervisor
• 3 - 5 years on a management position, preferably from the contact center or BPO Industry

Technical Skills

• Usage of MS Office
• Excellent Typing Skill
• Fluent, have acceptable accents, and speak clearly and understandably in English
• Data Analytics
• Project Management

Competencies and Specific Skills

• Interpersonal skills
• Communication skills
• Problem solving
• Analytical Ability
• Leadership skills
• Management skills
• Planning and organizing
• Customer service oriented / Sales skills (when applicable to be locally defined)
• Flexibility
• Stress tolerance
• Job motivation
• Team building /teamwork
• Time management
• Coaching skills
• Results oriented
• KPI knowledge and understanding

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Delivery

• 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
• Facilitation Skills
• Project management skills
• Change management skills
• KPI knowledge and understanding