Manager of Customer Service Experience

Teleperformance

Port Saint Lucie, FL, USA Remote / WFH

Jun 15

Overview:
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
YOUR IMPACT
Our Trust and Safety Team Leader is an integral role within the Teleperformance family. The leader will be responsible for the team's performance against SLA, quality of service, people engagement for complex and evolving content moderation business vertical. You'll be involved in sensitive escalation management involving high-priority cases and work closely with senior stakeholders across the business to ensure alignment in applying policy enforcement guidelines and addressing brand risk. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.
- Competitive wages
- Benefits (Medical, Dental, Vision, 401K and more)
- Employee Wellness and Engagement Programs
- Paid Time Off
- A fun, casual work environment!
Responsibilities:
- Frontline leader for client service delivery, operations excellence, and staff development
- SLA Management: manage team performance to meet client SLA's and KPI's, including metric reporting on team performance
- Workflow/queue management: allocation and distribution of tasks across languages and processes
- Employee Experience: 1:1 coaching and feedback, mentoring, performance development, career counselling, and drive participation in well-being activities
- Monitor and report to product team/leadership on volume spike, and assign tasks to the team according to priorities on a daily basis
- Policy update dissemination: Work closely with the policy team, quality team, and training team on policy updates, knowledge share among all team members and gauge the understanding
- Continuous Improvement: promote the culture of continuous improvement across the teams in the global delivery network
- Policy and Business insights: track platform abuse trends, share the insights with the product and policy team, and provide recommendations to strengthen platform safety and user experience.
- Note that in this role, you may be exposed to graphic, controversial, and sometimes offensive video content during team escalations in line with the Social and Digital Media platform's community guidelines
Qualifications:
- Location: Position is located at site in Port St. Lucie, FL
- Academic: Graduate with BA/BS degree preferred
- Relevant work experience: minimum two years of prior relevant people management experience, preferably within a Trust & Safety organization for a social media platform
- Interpersonal skills: ability to build relationships with stakeholders in multiple geographies. Consultative work style to lead client work
- Communication: The ability to articulate and clearly communicate complex problems and solutions in a simple, logical, and impactful manner
- Analytical skills: well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
- Ability to perform RCA/dive deep: identify the root causes of issues by analyzing patterns and trends through data analysis
Teleperformance is an equal opportunity employer.

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