Submit CVs – New Recruitment at Teleperformance (6 Positions)

For over 40 years, Teleperformance has been connecting customers with the world’s most successful companies. It is the global leader in customer experience outsourcing management and the trusted provider of digitally integrated business services.

Business Analyst

Job description

Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
Leading ongoing reviews of business processes and developing optimization strategies.
Staying up to date on the latest process and IT advancements to automate and modernize systems.
Conducting meetings and presentations to share ideas and findings.
Performing requirements analysis.
Documenting and communicating the results of your efforts.
Effectively communicating your insights and plans to cross-functional team members and management.
Gathering critical information from meetings with various stakeholders and producing useful reports.
Working closely with clients, technicians, and managerial staff.
Providing leadership, training, coaching, and guidance to junior staff.
Allocating resources and maintaining cost efficiency.
Ensuring solutions meet business needs and requirements.
Performing user acceptance testing.
Managing projects, developing project plans, and monitoring performance.
Updating, implementing, and maintaining procedures.
Prioritizing initiatives based on business needs and requirements.
Serving as a liaison between stakeholders and users.
Managing competing resources and priorities.
Monitoring deliverables and ensuring timely completion of projects.

Education and Specific Training

Bachelor’s degree

Work Experience

A minimum of 5 years of experience in business analysis or a related field.
Work experience in a contact center or BPO.

Requirement

Exceptional analytical and conceptual thinking skills.
The ability to influence stakeholders and work closely with them to determine acceptable solutions.
Advanced technical skills.
Excellent documentation skills.
Fundamental analytical and conceptual thinking skills.
Experience creating detailed reports and giving presentations.
Competency in Microsoft applications including Word, Excel, and Outlook.
A track record of following through on commitments.
Excellent planning, organizational, and time management skills.
Experience leading and developing top-performing teams.
A history of leading and supporting successful projects.
Proven knowledge of SQL, Tableau, and Power BI.

Quality Assurance Analyst

Delivery

Analyze adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching-
Execute number of observations and feedback required per agent according to the client request or internal standards.
Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
Collect top call drivers’ data
Develop reports in excel to inform about top call drivers and main opportunities found.
Attend internal & external call calibration sessions
Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)
Work closely with the Supervisor sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
Responsible for refresher training on process changes and analysis and reporting,
Responsible for conducting internal monitoring based on company and daily quotas.
Inform of any suspicious or malicious behavior detected during monitoring
Deliver feedback to agents
Other duties assigned.

Education and Specific Training

Bachelor’s degree

Work Experience

Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service
Experience handling customers within service/technical fields within Call center Environment or a BPO
Minimum 6-month work experience in a Call Centre Environment as an agent

Technical Skills

Usage of MS Office
Fluent English is mandatory
Excellent computer skills
Data Analytics

Competencies and Specific Skills

Interpersonal skills
Communication skills
Problem solving
Analytical Ability
Adaptability
Customer orientation
Flexibility
Stress tolerance
Team building /teamwork
KPI knowledge and understanding
Transaction monitoring
Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

Supervisor

Deliveries

80% of their time monitoring & coaching. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor
Follow all steps of TOPS to manage their team and their shift daily to ensure 80% of their shift is spent managing their team
Support, motivate, evaluate, develop, and coach their Agents to continually meet and exceed their individual / team targets
Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers’ inquiries promptly & professionally when necessary
Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
interaction with other Departments (WFM, QA, Payroll/HR, etc)
Other duties assigned.

Education and Specific Training

Bachelor’s degree
Product knowledge

Work Experience

Agent experience (at least six months)
3 + years’ experience at handling customers within service/technical fields
Proven work experience in a contact center or BPO.

Technical Skills

Usage of MS Office
Use of CCMS
Excellent Typing Skill
Fluent, have acceptable accents, and speak clearly and understandably in English

Competencies and Specific Skills

Communication skills
Problem solving
Analytical Ability
Leadership skills
Management skills
Planning and organizing
Customer service oriented / Sales skills
Project Management
Flexibility
Stress tolerance
Job motivation
Team building /teamwork
Time management
Coaching skills
KPI knowledge and understanding
Transaction monitoring

Trainer

Delivery

Prepare people, location, and facilities for Training Delivery
Deliver Training to transfer learning
Adapt approach to suit the group and individuals

Design

Complete Training Needs Analysis to confirm the Training is applicable
Design Training content with the Learners needs in mind

Outcomes

Evaluate Training to check effectiveness
Report on Training to summaries evaluation
Take ownership of the attendees learning by following up

Communication

Keep stakeholders informed and updated on Training
Stay closely involved with operations

Education and Specific Training

Bachelor’s degree

Work Experience

3+ years of experience in a training role in a technical support or client care operation
Proven experience as a Trainer in a Contact Centre or BPO.

Technical Skills

Usage of MS Office
Data Analytics

Competencies and Specific Skills

Training Delivery
Training Design
Training Outcomes
Communication
Presentation
Writing
Microsoft office
Adaptable
Cooperative
Supportive
Patient
Creative
Logical
Innovative
Attentive
Persistent
Objective
Approachable
Open
Accountable

Assistant Contact Center Manager-ACM

Job description

Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
Support, motivate, evaluate, develop, and coach their supervisors to continually meet and exceed their individual / team targets
Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
Participate with internal departments to meet client’s deliverables
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
Manage a healthy program performance scorecard based on annual strategic plan of the country market
Develop direct reports and potential Operational leaders
Manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase employee retention.
Other duties assigned.

Education and Specific Training

Bachelor’s degree
Product knowledge

Work Experience

Previous experience as a supervisor
3 – 5 years on a management position, preferably from the contact center or BPO Industry

Technical Skills

Usage of MS Office
Excellent Typing Skill
Fluent, have acceptable accents, and speak clearly and understandably in English
Data Analytics
Project Management

Competencies and Specific Skills

Interpersonal skills
Communication skills
Problem solving
Analytical Ability
Leadership skills
Management skills
Planning and organizing
Customer service oriented / Sales skills (when applicable to be locally defined)
Flexibility
Stress tolerance
Job motivation
Team building /teamwork
Time management
Coaching skills
Results oriented
KPI knowledge and understanding

Call Centre Manager

Delivery

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 ACMs 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.