Customer Experience Management Leader

1 semana atrás


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro
Job Description

The Assistant Contact Center Manager is a senior role responsible for overseeing the provision of services and driving KPIs by managing a team of 1st Line Managers.

Key Responsibilities:
  • Ensure compliance with all principles of the TOPS methodology and monitor adherence among team members;
  • Utilize management tools, including Daily Supervisor Meetings, In-Shift Meetings, and Supervisor Shadow Observation Forms;
  • Apply motivational and disciplinary procedures as part of the ACM's role;
  • Develop plans to achieve objectives and conduct KPI performance analysis;
  • Participate in the Problem Solving Process to address process-level issues;
  • Identify risks in projects and suggest internal controls to mitigate associated risks;
  • Collaborate with other departments to enhance project outcomes.
Requirements

To be successful in this role, you will need:

  • At least two years of experience in Customer Experience Management and shared services or related industries in a management position (preferential);
  • Fluency in written and spoken English;
  • A Higher Education Degree (preferential);
  • Google Workspace management skills;
  • Excellent written and verbal communication skills to deliver clear messages;
  • Strong attention to detail to ensure information accuracy.
About Teleperformance Portugal

Teleperformance Portugal is one of the top companies to work for in Europe, recognized by Great Place to Work Institute. We are a multicultural, highly skilled, and knowledgeable team providing services in 35 languages. Our integrated omnichannel solutions, technology, and high security standards make us a leader in the market.

Compensation

The estimated salary for this position is approximately €45,000 - €60,000 per annum, depending on location and experience. Benefits may include opportunities for career growth, professional development, and a dynamic work environment.


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