Digital Business Customer Support Supervisor

Job description

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job Description Job Role and Profile : Operations Supervisor Advertised as: Digital Business Support Supervisor Location: Onsite TPCA Waterloo Reports to: Assistan t Operations Manager / Operations Manager Contract: Regular, Full-time Education: High School Diploma Travel Requirements: No For existing vacancy : Yes About Us TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects. Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation, and commitment. Autonomous - We encourage and trust your decision-making skills. Progressive work environment- If you have skills to prove we have all ladders for you to grow Flexible - We believe in results Innovative - All ideas matter Inclusive - Everyone is Included and everyone wins About the job The Supervisor plays a pivotal role in developing and managing a team of agents, driving the achievement and surpassing performance goals in productivity, quality, end-user satisfaction, and client satisfaction. This position requires a blend of leadership, coaching, and operational oversight to ensure that all team objectives are consistently met. This position is responsible for customer service and through various transaction types (inbound and chat) This position is responsible for supporting frontline (customer facing) coworkers by handling consult calls, escalations, team supervision and other related duties. Compensation: Annual Base Salary of $48, 828 Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Oversee and supervise a team of agents . Attend required training session for new information and training updates. Acquire and transfer to the team the knowledge of all tools and associated workflow processes Assist in developing and streamlining procedures Coach, motivate, reward, counsel and assist with disciplinary actions as necessary Provide quality service to both internal and external customers – on and off-line. Assist agents with customer interaction on situations requiring special handling – take customer calls. Ensure open flow of communication between agents, supervisors and management. Ensure uniform understanding and adherence to policies, procedures and company programs. Supervise and monitor agent attendance, performance and productivity Prepare and ensure accuracy of reports. Ensure agents are continuously kept abreast of operational changes. Conduct employee briefings and meetings. Assure service level standards are met. Monitor system performance and initiate actions to correct system problems. Conduct agent observation and provide feedback. Assist in the development and tracking of employee incentive programs. Ensure completion of departmental duties/task in the absence of subordinates/co-workers. Understand and adhere to policies, guidelines, and procedures pertaining to ethics and compliance, and to the protection of information assets, integrity of customer transactions, and ethical use of access privileges and resources Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement Protect company assets, systems, proprietary, and confidential information per Teleperformance policies Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents, and breaches in confidentiality, integrity, or availability of information assets Process personal, client, and employer business data in accordance with customer contracts, company guidelines, and all applicable regulations Perform other duties as assigned. Job Requirements: High school diploma. Undergoing bachelor’s degree (preferred). Completion of internal Agent development initiative like JUMP (preferred). 6months supervisory experience (preferred) for internal or external candidates. At least 6 months experience as an agent in Teleperformance for internal processes and internal development. Management experience in customer service (or sales or online retail where relevant) desirable A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems Detail-oriented with exceptional written and verbal communication skills Ability to redirect and coach for improvement, and gauge user ability and modify delivery accordingly Demonstrated professional customer service skills: solutions mindset, helping nature, passion for customer service Demonstrates behaviors that support high quality standards Recognizes trends and escalates information as appropriate Strong problem-solving skills; linear and troubleshooting Proficiency in Microsoft Office Suite, particularly Excel Demonstrated ability to manage multiple tasks effectively Strong capability to prioritize tasks and manage time efficiently Understanding the importance of deadlines and responding promptly to needs Proven track record of success in motivating sales/service professionals and exceeding performance metric Required Skills: Process Excellence Collaboration Communication Emotional Intelligence Open-Mindedness Critical Thinking Solution Orientation Entrepreneurship AI Proficiency Data Literacy Strong ability to understand Technology and new Technology Concepts Knowledge or practical experience with basic computer networking/building/programming (Can be hobby/personal time based) Experience with VW/Audi or relevant technical product knowledge Possess a high-level understanding of vehicle electronics. Have a passion to understand how “things” work. Benefits & Perks Continuous learning through progressive training that is specific to your tenure and skills. Competitive salary with incentive programs Positive and supportive environment Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. Schedule The shift is between Monday – Saturday, 8AM- 8PM EST Location TPCA Waterloo Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs. Be One of Our People: 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. Teleperformance is an Equal Opportunity Employer Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.