Job Description
- *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
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