Customer Experience Management Leader
1 semana atrás
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.
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.
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.
CompensationThe 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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