Operations Assistant Manager - Bilingual (french And English)

Company Description

At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.

We are customer experience management experts

Role Description

You will be responsible for providing professional and focused customer service both internally and externally. Ensuring quality and efficient customer service to the aligned account customers

•Leadership Customer Service (Contact Center touch points, escalations)

•VOC Feedback analysis and reporting

•Process Improvement and Management

•Collaborating and Business Support

Responsibilities

Functional Responsibilities

Team Management

•Develops and controls Team Leaders through weekly meetings and especially designed action plans.

•Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.

•Supervise and provide leadership to Team Leads, while providing guidance, coaching, and

performance feedback.

•Supervise and lead a team of customer support representatives, providing guidance, coaching, and performance feedback.

Process Optimization

•Analyze existing customer support workflows and procedures to identify bottlenecks, inefficiencies, and areas for improvement.

•Collaborate with cross-functional teams to implement streamlined processes that

enhance response times and issue resolution.

Analyze existing customer support workflows and procedures to identify bottlenecks, inefficiencies, and areas for improvement.

•Collaborate with cross-functional teams to implement streamlined processes that enhance response times and issue resolution.

•In conjunction with the SDM and SDC agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.

•Identifies gaps on the scheduling and tests best solutions to ensure coverage.

•Ensures that schedules are aligned with real coverage.

•Move resources, if needed, between cross-trained products to be aligned with customer´s requirement.

Performance Monitoring

•Define key performance indicators (KPIs) for the customer support team, such as response times, resolution rates, and customer satisfaction scores.

•Regularly monitor team performance against established KPIs and take corrective actions as needed.

Data Analysis

•Collect, analyze, and interpret customer support data to identify trends, patterns, and opportunities for improvement.

•Generate reports and present findings to local SDM, SDCs and senior management to inform strategic decision-making.

•Collects and extracts data from the system (Client or Internal) to coordinate outliers’ improvement. Together with WFM and SDM, executes planning and scheduling to grant the best coverage.

Customer Satisfaction

•Uphold a customer-centric approach by ensuring timely and satisfactory resolution of customer inquiries and issues.

•Implement strategies to enhance customer satisfaction.

Training and Development

•Coordinate and provide ongoing training for customer support representatives, ensuring they have the necessary skills and knowledge to excel in their roles.

Escalation Management

•Handle escalated customer issues and complaints, collaborating with internal teams to ensure timely and appropriate resolutions.

Technology and Tools

•Stay updated with the latest customer support technologies and tools, making recommendations for implementation as appropriate.

Client Management

•Client POC for Operations related questions, liaison with SDM, T&Q, HR and IT.

•Participate in client meetings and develop improvement plans and innovative solutions to drive excellence.

Educational Qualifications and Professional Qualifications

•Bachelor's degree in business management, operations, or a related field (or equivalent experience).

•Proficient knowledge of Ms. Office (Word, Excel, PowerPoint)

•Business English

Total Experience & Relevant Experience

•At least 4 years of Customer Service experience, with at least 1-2 years of those, leading a team (s)

Minimum Functional Skills / Competencies Required

•Strong organizational skills and attention to detail.

•Strong verbal and written communication skills in English (business fluent) .

•Organization sensitive and able to maneuver between various / conflicting interests.

•Having the drive to realize objectives and combine various goals as a personal ambition.

•Great ability of thinking outside set paths and able to produce several solutions to different situation.

•Highly skilled in presenting data, creating, and presenting PowerPoint presentations to global audience and industry leaders.

•Being able to build strong and positive relationships in a complex international environment

•Excellent problem solving, judgment and decision-making skills

•Empathic personality who can understand the feelings of others and reflect on them

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