Assistant Contact Center Manager

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 for an e-commerce project (Assistant Contact Center Manager)

KEY RESPONSIBILITIES:
Fulfilling a manager position for one of Teleperformance’s clients.
Working in a collaborative and engaging virtual environment or on site. At Home ACM
(Assistant Contact Center 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).
 The ACM will be responsible for a team working from home or on site. 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
 Working from home and on site
 2 years of management experience such as SV/ QA
 Fluency in Italian language and English
 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 16/06/2021.
Please specify the position you are applying for!
Looking forward to receiving your applications!