Overview

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

Your Impact

Develop, implement, assess, and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.

Qualifications

What We’re Looking for

• Position will be onsite in Port Saint Lucie, FL
• Must fully licensed and appointed for P&C insurance in the state of Florida
• College degree preferred or equivalent work experience required.
• Minimum 12 months supervisory experience.
• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of other.
• Track record of sustained high level success.
• Ability to achieve and maintain extreme calibration at all levels within a team.
• Solid organizational, administrative, leadership and time management skills.
• Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.
• Must have a keen sense of attention to detail.
• Skilled in determining why and how tasks should be attempted and their effective completion.
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
• Excellent written and verbal communication skills consistent with North American business standards.
• Expert level Excel skills.
• Must have availability to work various shifts influenced by current business needs.

Being One of Our People

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

 Teleperformance is an Equal Opportunity Employer!

Responsibilities

Your Responsibilities

• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
• 80% of your day will consist of coaching and educating agents on how to improve their performance
• Create an environment focusing on fun, enthusiasm, and accountability
• Take initiative and show leadership by creating performance improvement plans
• Administer coaching and disciplinary action when appropriate
• Handle both internal and client led performance discussions
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Working with training and other management staff to improve quality and efficiency of Escalations team.
• Handle inbound escalations
• Provide excellent customer service to all subscribers and fellow representatives
• Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
• Demonstrate advanced knowledge of Client products
• Understand, Organize, and Train new information to internal representatives for educational and informative purposes
• Assists in identifying trends in call handling and customer related issues for feedback
• Performs other related duties and assignments as required.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.