Global Service Delivery Manager

3 semanas atrás


Lisboa, Lisboa, Portugal Teleperformance Portugal Tempo inteiro

Company Overview
Teleperformance Portugal is one of the leading companies in the customer experience management industry, providing omnichannel solutions and services to clients worldwide. With over 12,000 employees from 111 nationalities, our team is highly skilled and deeply knowledgeable, offering a wide range of integrated solutions.

Estimated Salary: €45,000 - €60,000 per annum
This figure is based on industry standards and may vary depending on factors such as location and level of experience.

Job Description

  • The Assistant Contact Center Manager (ACM) plays a senior role in overseeing the provision of services, taking immediate decisions on the floor to drive KPIs by managing a team of 1st Line Managers.
  • The ACM ensures compliance with all principles of the TOPS methodology and ensures that compliance is being followed by all members of the team.

Key Responsibilities

  • Manage a team of 1st Line Managers to achieve service delivery targets.
  • Develop and implement plans to achieve objectives and improve KPI performance.
  • Participate in the PSP (Problem Solving Process) to solve process-level problems.
  • Identify risks and suggest ways of internal control to reduce associated risks.
  • Interact with other departments to improve project results.

Requirements

  • At least two years' experience in Customer Experience Management and shared services or related industries and on a management position (preferential).
  • Fluency in written and spoken English is essential for this role.
  • Higher Education Degree (preferential).
  • Google Workspace management.
  • Excellent written and verbal communication skills with the ability to deliver clear messages.
  • Strong attention to detail to ensure information is complete and accurate.

Why Choose Teleperformance Portugal?

  • We are a multicultural, highly skilled, and deeply knowledgeable team.
  • We offer a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.


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