Job Information
Teleperformance USA Customer Insight Lead in Brownsville, Texas
Overview
About TP
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
The purpose of the role is to implement and operationalize an ongoing call listening operating rhythm to systematically understand customer demand (i.e. the reason for customer contacts and insights into failure v value and the degree to which they are resolved, transferred etc.). To lead a group of QA’s who perform systematic call listening and work closely with the Process Improvement Manager. To provide the center’s leadership team with targeted analytics specific to the center’s requirements and business opportunities, to assist the center in promoting customer advocacy.
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities
Your Responsibilities
Ensure the quality of customer insight data collected by the team by leading calibration sessions to ensure accuracy and consistency of data collected is maintained at a high level
Summarize the information gathered from call listening performed by the team, providing additional insights and level of detail as necessary
Provide targeted analytics/ diagnosis in order to improve the customer experience and drive operational KPI’s
Prepare a readout of the customer demand data gathered
Participate in leadership sessions providing inputs from a customer insight perspective on key issues being tackled by the leadership team
Manage performance of QA’s
Manage workload to ensure deadlines are met and call listening targets are achieved
Proactively identify, analyze and improve existing business processes to meet goals and objectives
Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs
Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment
Ability to lead effective data gathering activities ensuring quality of data collected thru a rigorous process of calibrations and audits
Ability to effectively profile call demand and capture insight from customer calls
Excellent time management skills to meet required timeframes
Able to convey complex ideas to people of various levels in the organization
Awareness of Contact Centre Operations in a fast paced, highly structured and monitored environment
Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologies
A good understanding of the business and its customer base
Qualifications
Qualifications
At least 2 years experience working in a sales and service based role in a call centre or retail environment;
Experience in a high volume and fast paced environment which is structured and monitored;
Experience in quality and customer experience management preferred
Experience in analysing and reporting data
Ability to transfer insights into our organizations’ business context, to frame them in action-oriented terms that can create business value
Ability to see things beyond what is being ‘said’ by the customer
Previous experience in managing performance and productivity of a team to achieve results
Previous experience in coaching and mentoring
Degree holder from a reputable institution of higher learning preferred
Proficient with various office productivity applications particularly Excel and PowerPoint
Proficient in interaction analytics
With Six Sigma Experience and/ or practitioner at Green Belt level
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.
Teleperformance is an Equal Opportunity Employer
Job Locations US-TX-Brownsville
Requisition ID 2024-49395
Category Client Operations
Country United States
Teleperformance USA
- Teleperformance USA Jobs