Teleperformance USA is hiring: Head of Remote Assistance Operations in Mcallen

Category : Client Operations TP 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 500,000 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. Paid Training Full Benefits (Medical, Dental, Vision, 401k and more) We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures Work at home is not available for this position. Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics ~80% of your day will consist of coaching and educating agents on how to improve their performance ~ Take initiative and show leadership by creating performance improvement plans ~ Administer coaching and disciplinary action when appropriate ~ Handle both internal and client led performance discussions ~ Perform other related duties and assignments as required and as assigned by supervisor or other management ~ Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately ~ College degree preferred or equivalent work experience required Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others Solid organizational, administrative, leadership and time management skills Ability to demonstrate personal ownership of tasks and follow through to obtain desired results Typing speed of 25 wpm Excellent written and verbal communication skills consistent with North American business standards Must have availability to work various shifts influenced by current business needs High school diploma or GED required Process Excellence Emotional Intelligence Data Literacy 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 creating a culture of inclusion and diversity, where everyone feels welcome and valued. Apply tot his job