Customer Insight Lead
3 weeks ago
Category : Client OperationsAbout TPTeleperformance is a global, digital business services company. We deliverthe most advanced, digitally poweredbusiness services to help the world’sbest brands streamline their business inmeaningful and sustainable ways.With more than 410,000 inspired andpassionate people speaking more than300 languages, our global scale and localpresence allow us to be a force of goodin supporting our communities, ourclients, and the environment. Benefits of working with TP includePaid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programPurposeThe 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.Your ResponsibilitiesEnsure 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 levelSummarize the information gathered from call listening performed by the team, providing additional insights and level of detail as necessaryProvide targeted analytics/ diagnosis in order to improve the customer experience and drive operational KPI’sPrepare 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 teamManage performance of QA’sManage workload to ensure deadlines are met and call listening targets are achievedProactively identify, analyze and improve existing business processes to meet goals and objectivesIntroduce process changes to improve the quality of a product or service, to better match customer and consumer needsAble 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 environmentAbility to lead effective data gathering activities ensuring quality of data collected thru a rigorous process of calibrations and auditsAbility to effectively profile call demand and capture insight from customer callsExcellent time management skills to meet required timeframesAble to convey complex ideas to people of various levels in the organizationAwareness of Contact Centre Operations in a fast paced, highly structured and monitored environmentAwareness of the telecommunications industry and basic knowledge of broadband products and internet technologiesA good understanding of the business and its customer baseQualificationsAt 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 preferredExperience 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 valueAbility to see things beyond what is being ‘said’ by the customerPrevious experience in managing performance and productivity of a team to achieve resultsPrevious experience in coaching and mentoring Degree holder from a reputable institution of higher learning preferredProficient with various office productivity applications particularly Excel and PowerPointProficient in interaction analytics With Six Sigma Experience and/ or practitioner at Green Belt levelBe Part of Our TP FamilyIt 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
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Customer Insight Lead
3 weeks ago
Brownsville, Texas, United States Teleperformance USA Full timeCategory : Client OperationsAbout TPTeleperformance 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...
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Customer Insight Lead
3 weeks ago
Brownsville, United States Teleperformance USA Full timeCategory : Client OperationsAbout TPTeleperformance 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...
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Customer Insight Lead
2 days ago
Brownsville, Texas, United States Teleperformance USA Full timeCategory : Client OperationsAbout TPTeleperformance 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...
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Customer Insight Lead
2 weeks ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations 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...
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Customer Insight Lead
2 days ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations 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...
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Customer Service Supervisor
3 weeks ago
Brownsville, United States Teleperformance USA Full timeCategory : Team LeadAbout TPTeleperformance 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...
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Customer Service Supervisor
4 weeks ago
Brownsville, Texas, United States Teleperformance USA Full timeCategory : Team LeadAbout TPTeleperformance 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...
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Customer Service Supervisor
2 days ago
Brownsville, Texas, United States Teleperformance USA Full timeCategory : Team LeadAbout TPTeleperformance 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...
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Process Improvement Lead
5 days ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds 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...
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Process Improvement Lead
3 weeks ago
Brownsville, United States Teleperformance USA Full timeCategory : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds 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...
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Process Improvement Lead
3 weeks ago
Brownsville, Texas, United States Teleperformance Full timeCategory : Client Operations 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...
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Process Improvement Lead
2 weeks ago
Brownsville, United States Teleperformance USA Full timeCategory : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds 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...
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Process Improvement Lead
2 days ago
Brownsville, United States Teleperformance USA Full timeCategory : Client Operations 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,...
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Process Improvement Lead
2 days ago
Brownsville, United States Teleperformance USA Full timeCategory : Client Operations 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,...
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Process Improvement Lead
20 hours ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds 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...
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Process Improvement Lead
4 days ago
Brownsville, United States Teleperformance Full timeOverview 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 andpassionate people speaking more than300 languages, our global...
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Process Improvement Lead
2 days ago
Brownsville, United States Teleperformance Full timeOverview 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 andpassionate people speaking more than300 languages, our global...
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Process Improvement Lead
3 weeks ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations 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...
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Process Improvement Lead
2 days ago
Brownsville, United States Teleperformance Full timeCategory : Client Operations 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...
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Quality Assurance Supervisor
3 weeks ago
Brownsville, United States Teleperformance USA Full timeCategory : Quality AssuranceAbout TPTeleperformance 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...
