Teleperformance SE is a French multinational business process outsourcing company founded in 1978 with headquarters in France. It provides services for debt collection, telemarketing, customer relationship management, content moderation, and communication.
Director, Operations – Travel
Business Operations
Job Description
In this role, you will engage in the market as an industry expert focused on helping us continue building our presence within Travel Operations.
A key objective is to identify and evaluate partnerships. Knowing the current market and trends to approach prospects. You will be tactical and thoughtful, engaging potential clients with their organization’s long-term strategy and operations in mind. This can only be done effectively by having that intimate knowledge and experience in the Operations & Travel space.
As a Director, Operations – Travel, Your Role Will Include…
- Manage multiples projects and accounts within Travel domain.
- Have managed more than 300 ftes across different geographies.
- Implement company-wide management-approved strategies.
- Align with stakeholders to make decisions for operational activities and set strategic goals.
- Plan and monitor the day-to-day running of the business to ensure smooth progress.
- Supervise staff from different departments and provide constructive feedback.
- Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements.
- Oversee customer support processes and organize them to enhance customer satisfaction.
- Review financial information and adjust operational budgets to promote profitability.
- Revise and formulate policies and promote their implementation.
- Evaluate overall performance by gathering, analysing, and interpreting data and metrics.
- Perform follow-ups with corporate clients and create a close relationship with high-level decision-makers to create new business opportunities.
- Ensure the processes of continuous improvement, proposing outside-the-box solutions.
- Establishes quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
- Reviews, analyses and evaluates business procedures.
- Implements policies and procedures that will improve day-to-day operations.
- Ensures work environments are adequate and safe.
- Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership.
- Plans directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales in each division to achieve financial objectives.
- Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain differences, answer questions, and maintain morale.
- Improves customer service and satisfaction through policy and procedural changes.
- Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.
- Projects a positive image of the organization to employees, customers, industry, and community.
- Performs other related duties as assigned.
What Will You Need to Succeed?
- Bachelor’s degree or above preferred.
- 10+ years of experience in Customer Experience Management and Shared Services for international markets and related industries.
- 10+ years of BPO (Contact Center, Outsourcing) experience with domain expertise in Travel domain.
- Experience managing projects of 300+ FTE.
- Proven experience as Director of Operations or equivalent position.
- Experience in managing financials: budget, margins, and P&L.
- Strong negotiation and business management skills.
- Analytical thinking, proactive attitude, strong written and oral communication skills.
- Must have extensive experience selling to and presenting to the highest-level decision-makers (C-level Executives).
- Excellent interpersonal skills and teamwork mindset.
- Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
- Excellent organizational and leadership abilities.
- Working knowledge of data analysis and performance/operation metrics.
- Familiarity with MS Office and various business software (e.g., ERP, CRM).
Pre-Employment Screenings
In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.
Is There a Fine Print?
No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin,
Senior Director of Quality
Quality
Job Description
The Senior Director of Quality ensures all services meet quality standards as per the client’s business requirements.
Primary responsibilities include understanding customer expectations and needs, aligning to Teleperformance Quality standards, managing quality control processes, and driving strategy to optimize business and functional deliveries.
As a Sr. Director of Quality, Your Role Will Include…
- Support management focuses on reviewing key drivers, metrics, and operational processes that drive KPI results.
- Managing BEST QA Framework Implementation. • Demonstrate commitment to program internal customer satisfaction.
- Defining audit strategies to ensure maximum improvement in quality performance. • Using smart logic in sampling for transactional audits.
- Optimizing QA staff for maximum efficiency (productivity and accuracy).
- Ensuring complete audit coverage operator-wise as per audit plan and budgeted manpower. Analyzing the reason for errors and concentrations of errors for improvement.
- Ensuring RCA (root cause analysis) for escalations within operations.
- Review and redefine the end-to-end non-compliance monitoring process.
- Conducting daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance.
- Designed key performance Indicators and defined key responsibility areas for QA staff.
- Recommending KPI changes as and when required to business to improve performance.
- Managing end-to-end QA employee life cycle in operations.
- Managing manpower budget and hiring of QA staff in operations.
- Responsible for career development and growth path for QA staff.
- Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program.
- Plan for Automation project in tandem with operation.
- Involve yourself in RFP for new accounts and managing transition as part of the Quality function.
What Will You Need to Succeed?
Qualification & Experience:
- • Graduation degree.
- • 15+ Years Experience in the Service industry with 5 Years in a Quality managerial role.
- • Quality /Process control/Six Sigma certification is preferred.
- • Experience in Technical programs will be an added advantage.
- • Experience in leading Quality for Trust and Safety/ Content moderation programs.
- • Experience in leading and managing multiple international campaigns.
Key Skills (Must have):
- Customer service orientation.
- Excellent verbal and written communication.
- Data analysis and statistical aptitude.
- Good interpersonal skills.
- Excellent presentation skills
Functional Expertise Areas:
- Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology.
- Exposure to handling clients and operations Stakeholders independently.
- Advanced Excel Skills, preferably expertise in Power BI and Tableau will be preferred.
- Six Sigma/ LEAN or Equivalent certification is preferred.
- Skills for planning, assigning, and directing work.
- Ability to coach and develop action plans that maximize performance and provide effective feedback.
Behavioral Competencies for The Position:
- Customer Service orientation.
- Builds Collaborative Relationships.
- Coaches & Develops Others.
- Logical thought process.
Pre-Employment Screenings
In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.
Is There a Fine Print?
No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
Director, Transitions
Client Operations > Training and Quality
Job Description
In this role, you will work with the Clients to understand customer needs and accordingly deploy tools/ methods/ best practices to drive seamless transitions.
A key objective is to identify and evaluate NEW partnerships. Knowing the current market and trends to approach prospects. You will be tactical and thoughtful, engaging potential clients with their organization’s long-term strategy and operations in mind. This can only be done effectively by having that intimate knowledge and experience in the Transitions space.
As a Director of Transitions, Your Role Will Include…
- Liaise with Clients to understand Client needs and map processes.
- Evaluate project risks, develop & implement mitigation plans.
- Ensure during process migration, every phase of the methodology is strictly followed with no omissions.
- Conduct regular meetings and review sessions to ensure all concerned parties are informed.
- Need-based escalation of decisions and ensure proper follow-up of the same.
- Ensure regular interaction with the Technology team to clearly state the expectations and support required from them.
- Ensure technology team has all the information they would require from the client.
- Conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project.
- Ensure clarity on performance standards and SLAs required by the client.
- Ensure the accurate replication of all processes.
- Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions.
- Understanding of TOPS and BEST framework.
- Act as the point of contact for the client and maintain a healthy business relationship by answering queries,
- solving problems and reviewing performance of the process.
- Interact with the Operations Head & other key positions to articulate client needs.
- Imbibes organizational values and governing principles.
- Establishes innovative systems and procedures to deliver the expected outcome and continuously improvises on them.
- Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness.
- Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set.
- Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.
- Accountable for migration costs and ensure that these are within budget.
What Will You Need to Succeed?
- Domain / Functional expertise areas:
- Advanced ability in MS Office
- Effective communication
- Analytical bent involving data crunching /analysis
- Market/Industry knowledge
- Prior experience in Transitions as SME
- Delivers Customer Service
- Makes Decisions
- Builds Collaborative Relationships
- Supports Innovation & Continuous Improvement
Maximize Your Impact at Teleperformance
Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.
As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. Strengthen your leadership position, tap into our omnichannel solutions, and contribute to a brighter, digitally driven tomorrow. Your talent is the missing piece that completes our vision.
Pre-Employment Screenings
In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.
Is There a Fine Print?
No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
