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Contact Center Management

Keywords / Skills : Call Center, BPO Call Centre, RPO, Contact Center Management

3 - 5 years
Posted: 2019-09-12

Job Description
  • Manages and is responsible for day-to-day activities of one or more unit of operations.
  • Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
  • Manage the daily/weekly/monthly P&L
  • Develop annual operating budgets and provide fiscal direction of the department.
  • Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
  • Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
  • Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
  • Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
  • Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
  • Participate in monthly and quarterly ATAC meetings.
  • Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
  • Participates in the development and implementation of unit policies and procedures.
  • Participate in client meetings as required.
  • Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
  • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
  • Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned
  • Other duties as assigned

About Company

Teleperformance is the global leader in outstanding customer experience.
We are the worldwide leader in Omnichannel customer experience. We’ve been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.
We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence.
With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us.
We are moved by passion. It defines us. It motivates us. It moves us forward. And it is part of everything we do.
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