Supervisor - Port Saint Lucie, Florida

Company: Teleperformance USA
Location: Port Saint Lucie
Posted on: January 24, 2023

Job Description:

Category : Other

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

• Frontline leader for client service delivery, operations excellence, and staff development.
• SLA Management: manage team performance to meet client SLA's and KPI's, including
  metric reporting on team performance.
• Workflow/queue management: allocation and distribution of tasks across languages and
  processes.
• Employee Experience and Wellness: 1:1 coaching and feedback, mentoring, performance
  development, career counselling, and drive participation in well-being activities.
• Self-Wellness Adherence to ensure that he/she adheres to taking care of his/her own
  mental well-being.
• Monitor and report to product team/leadership on volume spike, and assign tasks to the
  team according to priorities on a daily basis.
• Policy update dissemination: Work closely with the policy team, quality team, and
  training team on policy updates, knowledge share among all team members and gauge
  the understanding.
• Continuous Improvement: promote the culture of continuous improvement across the
  teams in the global delivery network.
• Policy and Business insights: track platform abuse trends, share the insights with the
  product and policy team, and provide recommendations to strengthen platform safety
  and user experience.
  • Academic: Higher, secondary specialized education, Bachelor's degree is preferred.
  • Relevant work experience: Product trained. If not, training wil be provided
  • Relevant people management experience, preferably within a Trust & Safety
  • Organization for a social media platform.
  • Interpersonal skills: ability to build relationships with stakeholders in multiple
    geographies. Consultative work style to lead client work.
  • Communication: The ability to articulate and clearly communicate complex problems
    and solutions in a simple, logical, and impactful manner.
  • Analytical skills: well-developed analytical skills and the ability to provide clarity to
    complex issues and synthesize large amounts of information.
  • Ability to perform RCA/dive deep: identify the root causes of issues by analysing patterns
    and trends through data analysis.
  • Cognitive Ability: Adaptable to learn new processes, concepts, and skills.
  • Demonstrates the ability to work as part of a team adding positive attitude and business
    focus.
  • Google products experience: including Gmail, Calendar, Drive, Docs, Sheets

Keywords: Teleperformance USA, Port St. Lucie , Supervisor - Port Saint Lucie, Florida, Other , Port Saint Lucie, Florida