Customer Service Supervisor

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

Your Responsibilities

Role Purpose:

 

Responsible for working with operations team  in executing initiatives to improve customer service outcomes and driving customer advocacy based on Customer Insights, team insights and opportunities.

 

Assists the Customer Experience Manager identify and prioritise customer pain points, issues and bottlenecks and lead Process Improvement initiatives in the organization using continuous improvement tools to track, evaluate and report results.

 

 

Key Accountabilities:

 

Data Analysis

• Conduct deep dive analysis of constraints that limit the organization’s ability to respond to customer demands
• Work closely with the Customer Insight Lead and Customer Experience Manager in generating insights and recommendations that will positively impact the customer experience

 

Driving a continuous improvement culture

• Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
• Lead overarching process improvement initiatives including managing feedback loops on identified opportunities concerning people, systems, process and technology
• Helps drive innovation, continuous improvement and behaviour changes, all aimed at enhancing the customer experience
• Lead the execution of continuous improvement initiatives in the site
• Assist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centre

 

People Development

• Coach site leadership teams on how to apply & manage with CI tools and methods
• Ensuring management information and reporting regarding business improvement results and improvement project status
• Support team leads to drive and embed customer advocacy behaviours inputting for effective learning outcomes

 

Technical Capabilities / Skills: Technical Descriptors:

• Proactively identify, analyze and improve existing business processes to meet goals and objectives
• Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs
• Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment
• Ability to use Continuous Improvement methodologies to identify problems, find root causes though qualitative and quantitative analysis and formulate solutions to achieve the best results

 

Organizational skills    

• Proven ability to manage multiple cases/projects simultaneously;
• Excellent time management skills to meet required timeframes;
• Ability to multi-task and operate multiple work screens via screen based equipment and talking to the customer simultaneously;
• Ability to work within boundaries and process competently;
•  Ability to follow structured processes and procedures within boundaries

 

Qualifications

Qualifications and Learning:

 

• At least 2 years experience working in a sales and service based role in a call ce