Customer Experience Leadership Position

2 semanas atrás


Lisboa, Lisboa, Portugal Teleperformance Portugal Tempo inteiro
Overview

We are seeking an experienced professional to fill the role of Assistant Contact Center Manager at Teleperformance Portugal.

Compensation and Benefits

The estimated salary for this position is around €45,000 - €60,000 per annum, depending on experience. Additionally, benefits include excellent work opportunity in a dynamic 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 connections, health insurance, free language courses, sport activities, and organized events, and free healthy meals in the cafeterias.

Job Description

The Assistant Contact Center Manager will be responsible for overseeing the provision of services, taking immediate decisions on the floor to drive KPIs by managing a team of 1st Line Managers. This includes ensuring compliance with all principles of the TOPS methodology and that compliance is being followed by all members of the team.

Key Responsibilities
  • Ensure compliance with all principles of the TOPS methodology
  • Manage a team of 1st Line Managers to drive KPIs
  • Develop plans to achieve objectives
  • Analyze KPI performance
  • Participate in PSP (Problem Solving Process) to solve process level problems
  • Proactively identify risks and suggest ways of internal control
  • Interact with other departments to improve project results
Requirements

To be successful in this role, you will 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 for this role
  • Higher Education Degree (preferential)
  • Google Workspace management skills
  • Excellent written and verbal communication skills with the ability to deliver clear messages
  • Strong attention to detail to ensure information is complete and accurate

We are looking for a highly skilled and motivated individual who can take on this challenging role and contribute to our success.



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