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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:

Overview:



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 .



Responsibilities:



- 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



Qualifications:



- 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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