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Team Leader of Customer Experience - HYBRID, Richmond, VA (Financial Industry)

Company: Teleperformance USA
Location: Richmond
Posted on: November 26, 2022

Job Description:


Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures .


- Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics

- 80% of your day will consist of coaching and educating agents on how to improve their performance

- Create an environment focusing on fun, enthusiasm and accountability

- Take initiative and show leadership by creating performance improvement plans

- Administer coaching and disciplinary action when appropriate

- Handle both internal and client led performance discussions

- Perform other related duties and assignments as required and as assigned by supervisor or other management

- Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately


- College degree preferred or equivalent work experience required

- Minimum 2 years call center supervisory experience in high paced customer focused environment

- Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others

- Solid organizational, administrative, leadership and time management skills

- Ability to demonstrate personal ownership of tasks and follow through to obtain desired results

- Must have a keen sense of attention to detail

- Skilled in determining why and how tasks should be attempted and their effective completion

- Proven experience in overcoming unexpected difficulties and using logical problem-solving skills

- Typing speed of 25 wpm

- Excellent written and verbal communication skills consistent with North American business standards

- Must have availability to work various shifts influenced by current business needs

- High school diploma or GED required

- Excellent attendance history is required

- Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks

Keywords: Teleperformance USA, Richmond , Team Leader of Customer Experience - HYBRID, Richmond, VA (Financial Industry), Hospitality & Tourism , Richmond, Virginia

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