Technical Support Supervisor in Edinburg, TX at Teleperformance US

Date Posted: 1/7/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1701 South Closner Boulevard
    Edinburg, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/7/2020

Job Description

About the Company

 

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique.

We are a team of 300,000 + passionate employees. Located in 80 counties with 400 + facilities and 218,000 workstations.

Our people feel they are part of something way bigger than just a job. We try to make a positive difference in people’s lives and make the world a better place.

Primary Duties, Responsibilities and Requirements   

  • Responsible for direct supervision of 15 to 20 Customer Service Representatives.
  • Ensures daily performance metrics are being met or exceeded.  Examples include Quality Metrics, Service Level Metrics 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 and enthusiasm, as well as, accountability.
  • Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
  • Administer coaching and disciplinary action when appropriate.
  • Performs other related duties and assignments as required and as assigned by supervisor or manager

 Qualifications

  • Minimum 1 year call center supervisory/team lead experience in high-paced customer-focused environment.
  • 6 months previous Customer Service Experience.
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
  • Requires solid organizational, administrative, leadership and time management skills.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results. 
  • Must have a keen sense of attention to detail, taking the initiative.
  • 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.
  • Ability to understand and empathize with customer’s issues.
  • Able to type 25 words per minute.
  • Excellent written and verbal communication skills consistent with North American business standards.
  • Must have availability to work various shifts influenced by current business needs.
  • College degree preferred or equivalent work experience required.
  • High school diploma or GED required.

Job Requirements

Qualifications

  • Minimum 1 year call center supervisory/team lead experience in high-paced customer-focused environment.
  • 6 months previous Customer Service Experience.
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
  • Requires solid organizational, administrative, leadership and time management skills.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results. 
  • Must have a keen sense of attention to detail, taking the initiative.
  • 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.
  • Ability to understand and empathize with customer’s issues.
  • Able to type 25 words per minute.
  • Excellent written and verbal communication skills consistent with North American business standards.
  • Must have availability to work various shifts influenced by current business needs.
  • College degree preferred or equivalent work experience required.
  • High school diploma or GED required.

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