ACM (Assistant Contact Center Manager) for a Sales Project
Anegino ad no
AT22OD52
Industry
Services
Job Description
TELEPERFORMANCE, worldwide leader in the costumer center services, present in Albania with
two sites in Tirana and one in Durres, is looking for a candidate for the following position:
1 ACM (Assistant Contact Center Manager) for a Sales Project
KEY RESPONSIBILITIES:
Fulfilling a manager position for one of Teleperformance’s clients.
Working in a collaborative and engaging virtual environment, At Home Manager will be
responsible for the operational delivery and relationship with the Clients as appropriate for
your role. His/her main responsibility will be to ensure that quality and efficiency targets are
achieved, by creating a highly engaging virtual environment and by using Teleperformance
standard (TOPS & BEST).
At Home Manager will be responsible for a team working from home. He/she develops the
team to meet and exceed performance and client satisfaction and any other relevant key
operational metrics by providing them guidance, support and education.
Transmit Teleperformance and our client values through leading by example
Support, motivate, evaluate, develop, and coach your team in line with organizational
management processes (TOPS) to continually meet and exceed individual / team targets
Create a team of highly engaged and motivated co-workers at all levels with whom you
proactively communicate
Oversee the daily operation of the call center and its various components, ensuring compliance
to our Statement of Work and KPI goals (including CSAT, ESAT and KSAT).
Strategic planning and execution to enhance profitability, productivity, quality, and efficiency
throughout the company’s operations.
Lead DSM, ISM, ELPs, and 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.
Work together with internal departments to meet client’s deliverables
Manage a healthy program performance scorecard based on annual strategic plan of the country
market
Build and maintain a healthy client relationship and manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase co-
worker retention.
Prepare /review financial and/or operational analysis and reports on a daily/weekly/monthly
basis.
Continuously investigate and introduce process improvement measures utilizing the Six Sigma
Methodology
Provide a healthy, safe, and secure home-working environment
SKILLS REQUIRED:
Bachelor’s degree
3 years of management experience such as SV/ QA
Fluency in Italian language
Ability to use Internet applications
Usage of MS Office
Typing speed: 45 wpm
Achievement Oriented
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV through Anegino until 25/06/2021.
Please specify the position you are applying for!
Looking forward to receiving your applications!
two sites in Tirana and one in Durres, is looking for a candidate for the following position:
1 ACM (Assistant Contact Center Manager) for a Sales Project
KEY RESPONSIBILITIES:
Fulfilling a manager position for one of Teleperformance’s clients.
Working in a collaborative and engaging virtual environment, At Home Manager will be
responsible for the operational delivery and relationship with the Clients as appropriate for
your role. His/her main responsibility will be to ensure that quality and efficiency targets are
achieved, by creating a highly engaging virtual environment and by using Teleperformance
standard (TOPS & BEST).
At Home Manager will be responsible for a team working from home. He/she develops the
team to meet and exceed performance and client satisfaction and any other relevant key
operational metrics by providing them guidance, support and education.
Transmit Teleperformance and our client values through leading by example
Support, motivate, evaluate, develop, and coach your team in line with organizational
management processes (TOPS) to continually meet and exceed individual / team targets
Create a team of highly engaged and motivated co-workers at all levels with whom you
proactively communicate
Oversee the daily operation of the call center and its various components, ensuring compliance
to our Statement of Work and KPI goals (including CSAT, ESAT and KSAT).
Strategic planning and execution to enhance profitability, productivity, quality, and efficiency
throughout the company’s operations.
Lead DSM, ISM, ELPs, and 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.
Work together with internal departments to meet client’s deliverables
Manage a healthy program performance scorecard based on annual strategic plan of the country
market
Build and maintain a healthy client relationship and manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase co-
worker retention.
Prepare /review financial and/or operational analysis and reports on a daily/weekly/monthly
basis.
Continuously investigate and introduce process improvement measures utilizing the Six Sigma
Methodology
Provide a healthy, safe, and secure home-working environment
SKILLS REQUIRED:
Bachelor’s degree
3 years of management experience such as SV/ QA
Fluency in Italian language
Ability to use Internet applications
Usage of MS Office
Typing speed: 45 wpm
Achievement Oriented
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV through Anegino until 25/06/2021.
Please specify the position you are applying for!
Looking forward to receiving your applications!
Data e aplikimit të fundit : 25 Qershor 2021