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.
Workforce Management Realtime Analyst
Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement program
Purpose
Responsible for day to day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance
This position is 100% onsite in Warren, MI. Work at home is not available for this position.
Responsibilities
Your Responsibilities
- Monitor established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes)
- Communicate with operations management for prompt resolution of issues identified in duties above
- Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels
- Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink)
- Report as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required)
- Information exchange with client and all their vendors in a virtual call center environment
- Thrive as a team player in a fast paced, high energy, change oriented environment
- Other duties as assigned by supervisor or other management
- Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
Qualifications
Qualifications
- 90 days in current position (internal applicants)
- 6 months of Call Center Operations or Workforce experience a must
- Must have solid customer service skills
- Must have solid verbal and written communications skills
- Must be flexible with ability to work any schedule base on business needs
- Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format
- Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks
Be Part of Our TP Family
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.
Temp Customer Experience Trainer
Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement program
Purpose of position:
This is a temporary position that will end by or before May 1, 2025.
Responsibilities
- Coordinate new hire, progression, and enhancement training.
- Train new and existing employees on client projects emphasizing customer confidentiality and security.
- Develop non-classroom communication and training materials.
- Assess individual participant and class performance.
- Participate in minor client interaction including Weekly Business Review meetings, effective curriculum feedback and client visits.
- Demonstrate the highest standards of ethical and professional conduct in dealing with new employees.
- Thrive as a team player in a fast paced, high energy, change oriented environment.
- Ensure all policies and procedures are adhered to including Security, HR, Operations, etc.
- Perform other related duties and assignments as required and assigned by supervisor or manager.
Qualifications
- Must be flexible to work any 8 hours between 8AM-10PM EST
- Must be willing to learn and adapt
- 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.
- Must be enthusiastic and comfortable speaking in front of large groups of people.
- Patience with various types of learners.
- Skilled in determining why and how tasks should be handled to effective completion.
- Proven experience in overcoming unexpected difficulties and using logical problem solving skills.
- Excellent written and verbal communication skills.
- 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.
- Must pass background and drug tests.
- Experienced with the Microsoft Office Products – Excel, Word, and PowerPoint
Technical Support Representative – Onsite
Responsibilities
Your Responsibilities
As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
- Provide front line, first level, technical assistance for consumers
- Supporting Client specific high speed internet services delivering an exceptional customer experience
- Resolve technical problems, within a fast paced, customer facing environment
- Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
- Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
- Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
- Demonstrate advanced product knowledge and he ability to solve customer issues.
- Resolve customer issues on the first call as frequently as possible.
- Open and manage trouble ticket system for user issues, Data Network, OS issues.
- Be patient, courteous and friendly with customers at all times.
- Demonstrate a positive attitude.
- Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
- Adhere to all work schedule assignments.
- Abide by and support management directives and adhere to all Teleperformance policies.
Qualifications
We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.
- 6 months Customer service experience preferred
- Over 18 years of age
- Ability to type 25 wpm
- High School Graduate or GED
- Comfort with desktop computer system
- Proven oral & written communication skills
- Logical problem-solving skills
- Ability to navigate Windows operating systems
- Organization and work prioritization skills
Part Time -On Site– Mail Room Agent
As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.
Responsibilities
Your Responsibilities
- Work on site Monday-Friday, 11am-3pm. Other hours as needed.
- Manage PO Box
- Process all incoming mail – Retrieve, open, sort, batch, and scan for storage.
- Orders with Check
- Orders with Credit Card
- Check Payment
- Written correspondence
- Holiday/Negative-Option opt-outs
- Outbound customer service calls for any orders requiring additional information or handling.
- Inbound customer service phone calls
- Outbound correspondence resulted from an inbound contact via any channel.
- Special ad-hoc mailings correspondence.
- Complete storage of 12 months of mail.
- Calmly attempt to resolve and de-escalate any issues.
- Escalate interactions when necessary and appropriate.
- Respond to requests for assistance and/or possible processing payments.
- Track all call related information for auditing and reporting purposes.
Qualifications
We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.
- Available Monday-Friday, 11am-3pm. (other hours to cover as needed.
- 6 months customer service experience minimum
- Over 18 years of age
- Ability to type 25 wpm
- High School Graduate or GED
- Comfort with desktop computer system
- Proven oral & written communication skills
- 6 months Call Center experience, preferred
- Logical problem-solving skills
- Availability to work various shifts
- Ability to use Windows operating systems
- Organization and work prioritization skills
Assistant Contact Center Manager
Responsibilities
Your Responsibilities
- Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
- Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
- Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
- Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
- Performs other related duties and assignments as required.
Qualifications
Qualifications
- Bachelor’s degree from an accredited college or university or equivalent work experience
- Two to three years of contact center management experience.
- Currently a supervisor or above with excellent TOPS implementation skills
- Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
- Strong verbal, listening, and written communications skills required
- Excellent attendance history is required.
- Some travel may be required
- Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
Required Experience
- Minimum of two years of call center management experience.
- Experience managing multiple programs concurrently is a plus.
- Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
- Excellent verbal and oral communication skills.