Verizon | Assistant Manager Customer Experience | El Paso, Texas (Onsite)
Overview
About TP
Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
Teleperformance and You
Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.
Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit!
Responsibilities
Your Responsibilities
- Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
- Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence.
- Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
- Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
- Performs other related duties and assignments as required.
Qualifications
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
- Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
- Strong verbal, listening, and written communications skills required.
- Excellent attendance history is required.
- Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions .
- Minimum of 6 months of call center management experience.
- No product Training required, but must have a Sales Management experience
- Experience managing multiple programs concurrently is a plus.
- Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
- Excellent verbal and oral communication skills
- ACEM, Management, Supervisor, or Team Lead experience
- Flexible work schedule based on hours of operation: Open Availability
Teleperformance is an Equal Opportunity Employer
Average salary estimate
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Are you ready to take the next step in your career? Join TP Teleperformance as an Assistant Manager Customer Experience in El Paso, Texas! At Teleperformance, we're not just about business; we focus on delivering advanced, digitally powered services to some of the world's leading brands, and we're looking for passionate leaders like you to help us make that happen. In this role, you will be at the forefront of fostering positive relationships among employers, employees, and clients, while ensuring operational excellence in our vibrant contact center. Your responsibilities will include managing day-to-day operations, overseeing compliance and reporting, and driving employee engagement initiatives that elevate morale. You'll have the opportunity to implement practices that enhance the customer experience while nurturing a supportive and diverse workplace environment. We value creativity and productivity, promoting a culture where your voice matters and your potential can truly shine. With TP Teleperformance, you can expect competitive wages, full benefits, and a fantastic opportunity to grow your career, just like our Chief Client Officer did! Are you ready to bring your skills in team management, strategic development, and communication to our dynamic team? Join us at TP Teleperformance and let’s create extraordinary experiences together!
We make people's lives simpler, faster, and safer by combining the most advanced solutions with data analytics and disciplined processes to help companies transform and run better - all powered by passionate people. We are inspired to deliver onl...
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