ACCM (Assistant Contact Center Manager)
Anegino ad no
AS71MO67
Industry
Services
Job Description
TELEPERFORMANCE, worldwide leader in the contact center services, positioned even in
Albania is looking for:
1 ACCM (Assistant Contact Center Manager)
KEY RESPONSIBILITIES:
Responsible for work environment, client satisfaction and profitability of a program by being
the leader of the line of business unit integrated by Supervisors and agents
Manages and develops a team of assigned Supervisors to meet and exceed performance,
quality, end-user satisfaction, client satisfaction and any other relevant key operational
metrics by providing them guidance, support and education.
Transmit Teleperformance values through leading by example and demonstrating DNA in
every interaction.
Support, motivate, evaluate, develop and coach their Supervisors to continually meet and
exceed their individual / team targets
Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and
generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
Participate with internal departments to meet client’s deliverables
Proactively maintain and deliver the required service levels whilst maximizing productivity in
the team to ensure the desired operational margin
Manage a healthy program performance scorecard based on annual strategic plan of the
country market
Develop direct reports and potential Operational leaders
Manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase
employee retention.
SKILLS REQUIRED:
Bachelor`s Degree
Experience as Supervisor
2 years on a management position, preferably from the contact center industry of Supervisor
Proficient knowledge of Italian
Proficient knowledge of English
Product knowledge
Ability to use Internet applications
Usage of MS Office
Typing speed : 30 wpm
Communication skills
Analytical Ability/ Good Problem Solving
Leadership skills
Team Management
Planning & organizing Skills
If you are interested then apply sending your CV through Anegino!
Please specify the position you are applying for!
Albania is looking for:
1 ACCM (Assistant Contact Center Manager)
KEY RESPONSIBILITIES:
Responsible for work environment, client satisfaction and profitability of a program by being
the leader of the line of business unit integrated by Supervisors and agents
Manages and develops a team of assigned Supervisors to meet and exceed performance,
quality, end-user satisfaction, client satisfaction and any other relevant key operational
metrics by providing them guidance, support and education.
Transmit Teleperformance values through leading by example and demonstrating DNA in
every interaction.
Support, motivate, evaluate, develop and coach their Supervisors to continually meet and
exceed their individual / team targets
Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and
generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
Participate with internal departments to meet client’s deliverables
Proactively maintain and deliver the required service levels whilst maximizing productivity in
the team to ensure the desired operational margin
Manage a healthy program performance scorecard based on annual strategic plan of the
country market
Develop direct reports and potential Operational leaders
Manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase
employee retention.
SKILLS REQUIRED:
Bachelor`s Degree
Experience as Supervisor
2 years on a management position, preferably from the contact center industry of Supervisor
Proficient knowledge of Italian
Proficient knowledge of English
Product knowledge
Ability to use Internet applications
Usage of MS Office
Typing speed : 30 wpm
Communication skills
Analytical Ability/ Good Problem Solving
Leadership skills
Team Management
Planning & organizing Skills
If you are interested then apply sending your CV through Anegino!
Please specify the position you are applying for!
Data e aplikimit të fundit : 27 Dhjetor 2018