Temp Customer Experience Senior Specialist

Overview

 

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

 

 

Responsibilities

Responsibilities include but are not limited to:

• Coaches must have the experience of taking calls, applying training and proven proficiency in the role.
• Must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only.
• Support training initiatives and strategy.
• Coach Agents/Representatives to improve knowledge, engage consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate.
• Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance.
• Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc.
• Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the Supervisor/Coach training.
• Including actively monitoring agents via Live listen
• Recommend changes when necessary.
• Assist in implementation of new processes.
• Collaborate actively and fully with onsite and offsite staff.
• Complete daily call reviews and coaching as outlined in the Standard Operating Procedures section.
• Complete daily Group call reviews and coaching as outlined in the Standard Operating Procedures section. (if applicable).
• Complete UES documentation and coaching.

Qualifications

• Must have a Health Insurance License
• Must be able to work remotely or onsite in PSL, FL or FTL, FL.
• Must be flexible to work Monday-Friday and any 8 hours between 7AM-7PM.
• Previous call center experience with five (5) or more of the following:
• More than six (6) months experience as an inbound call center customer service representative
• More than six (6) months experience as a mentor, trainer or acting supervisor
• Analytical and problem-solving skills
• Ability to analyze and identify agent trending
• Ability to analyze and identify opportunities in customer feedback
• Ability to assess individual and team performance
• Advanced troubleshooting skills
• Strong written and verbal communication skills
• Strong leadership skills
• Highly productive
• Very good attendance habits
• Excellent organizational and time management skills
• Excellent verbal and written communication skills
• Ability to communicate with all levels of management
• Ability to work independently and multi-task
• College degree preferred
• Working experience with creating or compiling reports using various sources of data
• Experienced with the Microsoft Office Products – Excel, Word, and PowerPoint
• Must pass background and drug test

 

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