Job Description

Category : Client Operations

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 worlds population. This kind of growth wouldnt 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.

Purpose of Position:

Develop, implement, assess, and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.

• Perform observations on recorded agent calls and score them against a client provided standard.
• Perform observations on live agent calls and score them against a client provided standard.
• Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support.
• Accurately input the results (score) and provide coaching feedback on call monitoring analysis of agent call data.
• Meet individual daily and weekly call monitoring quotas.
• Complete all work assignments within given due dates.
• Phone time based on Corporate QA schedule.
• Attend Teleperformance and Client meetings and functions as assigned.
• Maintain a set work schedule but allow flexibility where and when needed.
• Work additional hours as necessary to support the business need.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Other related tasks as assigned.

• Must be able to work at the Augusta, Georgia site.
• Open to work 6AM to Midnight.
• College degree preferred or equivalent work experience required.
• 6 months of supervisory experience
• Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others.
• Track record of sustained high-level success.
• Ability to achieve and maintain extreme calibration at all levels within a team.
• Solid organizational, administrative, leadership, and time management skills.

Ability to demonstrate personal ownership of tasks and follow through to obtain desired results. * Must have a keen sense of attention to detail.

• Skilled in determining why and how tasks should be attempted and their effective completion.
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
• Excellent written and verbal communication skills consistent with North American business standards.
• Expert-level Excel skills.

Teleperformance