Lead Customer Experience Supervisor

Overview:

As a Lead Customer Experience Supervisor at Teleperformance, you will play a key role in developing and implementing operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. This is a 100% work-at-home position that requires strong leadership and communication skills.

Responsibilities:

• Develop and... implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.

• Manage compliance and reporting for all center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and more.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence.
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client.
• Performs other related duties and assignments as required.

Qualifications:

• Bachelor's degree from an accredited college or university or equivalent work experience • Medical Coding Certification is an added advantage.

• Contact center leadership experience preferred

• Currently a supervisor or above with excellent TOPS implementation skills • Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.

• Strong verbal, listening, and written communications skills required

• Excellent attendance history is required.

• Some travel may be required

• Must have proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions • *Benefits:** • Paid Training • Competitive Wages • Full Benefits (Medical, Dental, Vision, 401k and more) • Paid Time Off • Employee wellness and engagement program Apply Job!