The Assistant Contact Center Manager (ACM) is a senior role which involves overseeing the provision of services, taking immediate decisions on the floor to drive the KPI´s by managing a team of 1st Line Managers.
What you'll doThe ACM must ensure compliance of all principles of the TOPS methodology and ensure that compliance is being followed by all members of the team;Daily Supervisor Meeting (DSM);The ACM develops plans to achieve objectives;KPI performance analysis;Participate and ensure the PSP (Problem Solving Process) that is utilized to solve process level problems that have a low variance whenever a KPI is not reaching target;Proactively identify risks that may occur;Interaction with other departments in order to improve and or maximize the projects(s) results.What you'll needFluency in written and spoken Spanish is essential for this role;Higher Education Degree (preferential);At least two years on Customer Experience Management and shared services and/or related industries and on a management position (preferential);Excellent written and verbal communication skills with the ability to deliver clear messages;Strong attention to detail to ensure information is complete and accurate.About Teleperformance PortugalTP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine! With more than 12,000 employees from 111 nationalities, TP Portugal provides services in 35 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions. TP is a pioneer in technology applied to customer support and maintains the highest security standards.
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