Supervisor of Customer Experience

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

Purpose

Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures

This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

Your Responsibilities

• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
• 80% of your day will consist of coaching and educating agents on how to improve their performance
• Create an environment focusing on fun, enthusiasm and accountability
• Take initiative and show leadership by creating performance improvement plans
• Administer coaching and disciplinary action when appropriate
• Handle both internal and client led performance discussions
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Must be able to take calls when needed.

Qualifications

• College degree preferred or equivalent work experience required
• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
• Solid organizational, administrative, leadership and time management skills
• Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
• Must have a keen sense of attention to detail
• Skilled in determining why and how tasks should be attempted and their effective completion
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
• Typing speed of 25 wpm
• Excellent written and verbal communication skills consistent with North American business standards
• Must have availability to work various shifts influenced by current business needs
• High school diploma or GED required
• Excellent attendance history is required
• Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

JUMP! Program Update:

Have you heard about our JUMP! Program? Good News, JUMP! Graduates are preferred for Supervisor, Analyst, Trainer, Talent Acquisition Representatives, ACEM, and CEM, positions. For Jump! Registration send an email to tpusajumpandfoundations@teleperformance.com and sign up today!