What are the responsibilities and job description for the Vice President, Customer Experience position at Teleperformance USA?
Overview:
Life as a Vice President, Customer Experience
You are the backbone of defining Teleperformance's strategy of exceeding Client expectations. You'll be a driving force in empowering others to tactilely deliver on key performance indicators that drive industry leading performance. You'll be the leader that listens and drives positive evolution in creating an unstoppable Great Place to Work. You'll work toward optimizing process, reporting and technology to raise the bar on staffing a people-centric culture. You'll bring superior emotional intelligence to each day and be the best part of what makes Teleperformance the place to be!
Responsibilities:
How You Will Make an Impact:
- Leading teams to achieve established KPIs for our contact center channels (phone, email, chat, SMS, IVR) including service levels, quality, cost, customer and employee experience within budget
- Oversee identification and research of processes and client concerns that need improvement, and develop, recommend and implement improvements in collaboration with other departments
- Collaborate with leaders across the business to drive transformational change to our customer experience;
- Lead projects, communicate key metrics and performance to stakeholders and leadership
- Build key relationships with internal and external business partners
- Ensure adherence to legal, regulatory and corporate requirements
- Guides a team to proactively find customer experience opportunities and own the subsequent solutions. Communicate the solutions and data justifying its impact on the business
- Other duties as assigned
Qualifications:
The Skill, Ability, Education and Experience Teleperformance is Looking for:
- Bachelor's degree in a related field or combination of relevant education and work experience
- Ten years' management experience in a high-volume customer-focused environment
- 5 years experience in Financial Services
- Expert knowledge of all industry standard contact center key performance indicators, what drives those indicators and how to pivot the business functionality accordingly;
- Excellent oral and written communication skills;
- Ability to understand others' cultures and acclimate. Ability to work across teams and geographies;
- Ability to visualize results and present to peers and business partners;
- Ability to use data insights to drive/influence decision making and growth;
- Eager to understand broad, strategic and end-to end business processes;
- Investment banking experience preferred
Life as a Vice President, Customer Experience
You are the backbone of defining Teleperformance's strategy of exceeding Client expectations. You'll be a driving force in empowering others to tactilely deliver on key performance indicators that drive industry leading performance. You'll be the leader that listens and drives positive evolution in creating an unstoppable Great Place to Work. You'll work toward optimizing process, reporting and technology to raise the bar on staffing a people-centric culture. You'll bring superior emotional intelligence to each day and be the best part of what makes Teleperformance the place to be!
Responsibilities:
How You Will Make an Impact:
- Leading teams to achieve established KPIs for our contact center channels (phone, email, chat, SMS, IVR) including service levels, quality, cost, customer and employee experience within budget
- Oversee identification and research of processes and client concerns that need improvement, and develop, recommend and implement improvements in collaboration with other departments
- Collaborate with leaders across the business to drive transformational change to our customer experience;
- Lead projects, communicate key metrics and performance to stakeholders and leadership
- Build key relationships with internal and external business partners
- Ensure adherence to legal, regulatory and corporate requirements
- Guides a team to proactively find customer experience opportunities and own the subsequent solutions. Communicate the solutions and data justifying its impact on the business
- Other duties as assigned
Qualifications:
The Skill, Ability, Education and Experience Teleperformance is Looking for:
- Bachelor's degree in a related field or combination of relevant education and work experience
- Ten years' management experience in a high-volume customer-focused environment
- 5 years experience in Financial Services
- Expert knowledge of all industry standard contact center key performance indicators, what drives those indicators and how to pivot the business functionality accordingly;
- Excellent oral and written communication skills;
- Ability to understand others' cultures and acclimate. Ability to work across teams and geographies;
- Ability to visualize results and present to peers and business partners;
- Ability to use data insights to drive/influence decision making and growth;
- Eager to understand broad, strategic and end-to end business processes;
- Investment banking experience preferred
Recommended Skills
- Business Processes
- Communication
- Customer Experience
- Decision Making
- Employee Motivation
- Finance
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