Seasonal Customer Experience Supervisor

Overview

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

 

PURPOSE OF POSITION

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 Port St. Lucie, FL. Work at home is not available for this position.

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