Job Description
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies.
Responsibilities
- Customer Management: Own the team’s performance and client satisfaction; develop strategic and tactical plans to address client needs; represent operations in client-facing forums such as WBRs and MBRs.
- Operational Excellence: Monitor and ensure adherence to Service Level Agreements (SLAs); track attrition and early warning system (EWS) metrics; conduct quarterly audits; identify process gaps and collaborate with Quality and Training teams on corrective actions.
- People & Culture: Coach and develop Team Managers, Leaders, Coaches, and Agents; manage performance issues and HR separation cases; conduct skip‑level meetings; drive succession planning and recognition initiatives.
- Financial Management: Control operational costs while achieving revenue targets...