Division Value Add Manager I REMOTE
Teleperformance

Salt Lake City, Utah

This job has expired.


Overview

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.

Responsibilities

Position Requirements:

\"To ADD VALUE to the Operations Team and strengthen the relationship between clients and Teleperformance by creating and delivering useful information that can be used for the improvement of KPIs, customer experience and client satisfaction"

To be the primary leader (or point of contact) for the Global Value Add team and is directly responsible for creating of client facing frontline intelligence projects, consultancy, continuous improvement projects & client newsletters. Indirectly, the VAM is in charge of the completion related to documents and/or templates for client-facing review cycles and business proposals, internal review and sales documents for the Global team. Your scope would be multiple geographies.

• Direct point of contact to Executive VP/Strategic Account Manager/VPs, Regional Operations Directors & Country VPs, to define strategies and project plan, and then successfully follow the plans through execution, in order to provide our clients with value added products and services

• Supervising the support provided by coordinators to client engagement documents, such as QBRs, client visits, pitch presentations and any additional document within the same category

• Serve as editor in chief (format and writing) of all documents created by the Value Add coordinators or any member of the team.

• Best practices identification and communication to support sites in red alert mode in order to improve their operational processes and achieve client expectations

• Continuous research of the Technology industry (Benchmarking, products and services, customer's profiles, customer's opinion, etc.) to become an expert and be able to provide innovative solutions based on client needs

• Development of VA coordinators career path to maximize potential and ensure alignment to global strategies

Qualifications

Qualifications:

• 5+ years in Call Center experience in multiple departments such as Operations, Quality, Training, Client Services

• Experience with project management within the call center industry

• Experience leading continuous improvement projects with direct impact to: KSAT, ESAT, Gross Margin, Revenue, and CSAT

• Experience in or demonstrated ability to lead people/teams, interacting and building rapport with teams of all levels

• Experience communicating and presenting to groups of all levels both internal and to the client

• Bachelor's degree preferred

Teleperformance is an Equal Opportunity Employer


This job has expired.

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