Trust And Safety

3 semanas atrás

Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Trust and Safety – Assistant Contact Center Manager The Assistant Contact Center Manager (ACM) is a senior role that involves overseeing the provision of services, taking immediate decisions on the floor to drive the KPIs by managing a team of 1st Line Managers.
What you'll do Ensure compliance with all principles of the TOPS methodology and ensure that compliance is being followed by all team members;
Utilize management tools including, but not limited to:
Daily Supervisor Meeting (DSM);
In-Shift Meeting;
Supervisor Shadow Observation Forms;
PSP Meetings;
Apply motivational and disciplinary procedures as an important part of the ACM's role;
Develop plans to achieve objectives;
Conduct KPI performance analysis;
Participate and ensure the PSP (Problem Solving Process) is utilized to solve process-level problems whenever a KPI is not reaching target;
Proactively identify risks in projects he/she is responsible for and suggest ways of internal control to reduce associated risks;
Interact with other departments to improve and maximize project results.
What you'll need At least two years in Customer Experience Management and shared services and/or related industries in a management position (preferential);
Fluency in written and spoken English is essential;
Higher Education Degree (preferential);
Google Workspace management;
Excellent written and verbal communication skills to deliver clear messages;
Strong attention to detail to ensure information is complete and accurate.
Teleperformance Portugal Teleperformance Portugal is one of the 25 best companies to work for in Europe, as recognized by Great Place to Work Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal by Exame magazine
With more than 12,000 employees from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.
Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal.
Apply now Become a member of a worldwide team.

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