Lead Customer Experience Supervisor
Overview:
As a Lead Customer Experience Supervisor at Teleperformance, you will play a key role in developing and implementing operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. This is a 100% work-at-home position that requires strong leadership and communication skills.
Responsibilities:
Develop and... implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Manage compliance and reporting for all center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and more.
- Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence.
- Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
- Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client.
- Performs other related duties and assignments as required.
Qualifications:
Bachelor's degree from an accredited college or university or equivalent work experience Medical Coding Certification is an added advantage.
- Contact center leadership experience preferred
Currently a supervisor or above with excellent TOPS implementation skills Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
- Strong verbal, listening, and written communications skills required
Excellent attendance history is required.
- Some travel may be required
Must have proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions *Benefits:** Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement program Apply Job!