1 Supervisor- German+English
TELEPERFORMANCE ALBANIA is the worldwide leader for the Customer Center Services, present in Albania with two sites Tirana and Durres. For the Tirana site we are looking for candidates for the following position:
1 SV - German+English
Job Summary / Overview
Directly responsible for Agent Development
Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met
Working in a collaborative and engaging virtual environment, the Supervisor 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).
Supervisor will be responsible for the team. 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.
Key Responsibilities and Accountabilities
80% of their time monitoring & coaching
Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team
Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
Works together with a “Point of Contact” to 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, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
interaction with other Departments (WFM, QA, Payroll/HR, etc)
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a SV
Required Skills
Fluency in German and intermediate knowledge of English
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV + Cover Letter via email at: [email protected]
Deadline: 02/04/2024 (Please specify the position you are applying for!)
Apply
Fraud Warning: Teleperformance hiring managers only use @Teleperformance.com email addresses to contact you.
If you receive emails from Teleperformance hiring managers from any other addresses or personal email accounts,
please contact us at [email protected]
TELEPERFORMANCE ALBANIA is the worldwide leader for the Customer Center Services, present in Albania with two sites Tirana and Durres. For the Tirana site we are looking for candidates for the following position:
1 SV - German+English
Job Summary / Overview
Directly responsible for Agent Development
Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met
Working in a collaborative and engaging virtual environment, the Supervisor 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).
Supervisor will be responsible for the team. 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.
Key Responsibilities and Accountabilities
80% of their time monitoring & coaching
Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team
Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
Works together with a “Point of Contact” to 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, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
interaction with other Departments (WFM, QA, Payroll/HR, etc)
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a SV
Required Skills
Fluency in German and intermediate knowledge of English
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV + Cover Letter via email at: [email protected]
Deadline: 02/04/2024 (Please specify the position you are applying for!)
Apply
Fraud Warning: Teleperformance hiring managers only use @Teleperformance.com email addresses to contact you.
If you receive emails from Teleperformance hiring managers from any other addresses or personal email accounts,
please contact us at [email protected]