Trust and Safety - Assistant Contact Center Manager
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 KPIs by managing a team of 1st Line Managers.
What you'll do:
* The ACM must ensure compliance with all principles of the TOPS methodology and ensure that compliance is being followed by all members of the team;
* The ACM's management tools include, but are not limited to:
o Daily Supervisor Meeting (DSM);
o In-Shift Meeting;
o Supervisor Shadow Observation Forms;
o PSP Meetings;
* Application of motivational and disciplinary procedures is also an important part of the ACM's role;
* The ACM develops plans to achieve objectives;
* KPI performance analysis;
* Participate and ensure the PSP (Problem Solving Process) 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 in projects he/she is responsible for and suggest ways of internal control to reduce the associated risks;
* Interaction with other departments to improve and maximize project results.
What you'll need:
* At least two years in Customer Experience Management and shared services and/or related industries in a management position (preferential);
* Fluency in written and spoken English is essential for this role;
* Higher Education Degree (preferential);
* Google Workspace management;
* Excellent written and verbal communication skills with the ability to deliver clear messages;
* Strong attention to detail to ensure information is complete and accurate.
Benefits:
* Excellent work opportunity in a dynamic leading multinational company;
* Possibility of cooperation with leaders in various industries;
* Investment in training and personal development;
* Modern, centrally located buildings with canteen facilities and excellent public transportation connections;
* Health Insurance;
* Free language courses, sport activities, and organized events;
* Free healthy meals in the cafeterias, such as soup, bread, salad, and fruit.
About Teleperformance Portugal:
Teleperformance Portugal is one of the 25 best companies to work for in Europe, as recognized by the Great Place to Work Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine!
With more than 12,000 employees from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.
Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal.
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