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Supervisor - Port Saint Lucie, Florida

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

Job Description:

Category : Other


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
  • 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
    • 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

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