Senior Customer Experience Manager

2 semanas atrás


Lisboa, Lisboa, Portugal Teleperformance Tempo inteiro

About Teleperformance Portugal

Teleperformance Portugal is a leading multinational company that provides exceptional customer experience solutions. With over 12,000 employees from 111 nationalities, we offer services in 35 languages and have been recognized as one of the 25 best companies to work for in Europe.

Job Overview

We are seeking a Senior Customer Experience Manager - KPI Driven to oversee the provision of services, drive KPIs, and manage a team of 1st Line Managers. As a senior role, you will be responsible for ensuring compliance with all principles of the TOPS methodology and developing plans to achieve objectives.

Key Responsibilities:

  • Oversee the provision of services and drive KPIs by managing a team of 1st Line Managers
  • Ensure compliance with all principles of the TOPS methodology
  • Develop plans to achieve objectives and improve project results
  • Participate in PSP meetings to solve process-level problems
  • Identify risks and suggest ways to reduce associated risks
  • Interact with other departments to improve project results

Requirements:

  • At least two years of experience in Customer Experience Management and shared services, or related industries
  • Management position experience (preferential)
  • Fluency in written and spoken English
  • Higher Education Degree (preferential)
  • Google Workspace management skills
  • Excellent written and verbal communication skills
  • Strong attention to detail

Benefits:

  • Excellent work opportunity in a dynamic and leading multinational company
  • Possibility of cooperation with leaders in various industries
  • Investment in training and personal development
  • Modern, centrally located buildings with canteen facilities and excellent public transportation connection
  • Health Insurance
  • Free language courses, sport activities, and organized events
  • Free healthy meals in the cafeterias

Salary Estimate:

The estimated salary for this role is around €45,000-€60,000 per year, depending on experience and qualifications.



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