Trust and Safety - Assistant Contact Center Manager

at  Teleperformance Portugal

What you can expect
The Assistant Contact Center Manager (ACM) is a senior role which involves overseeing the provision of services, taking immediate decisions on the floor to drive the KPI´s by managing a team of 1st Line Managers.

What you’ll do

• The ACM must ensure compliance of all principles of the TOPS methodology and ensure that compliance is being followed by all members of the team;The ACM´s management tools include, but are not limited to:
• Daily Supervisor Meeting (DSM);
• Education Learning Plan (ELP);
• In-Shift Meeting;
• Supervisor Shadow Observation Forms;
• PSP Meetings;
• Application of motivational and disciplinary procedures are also an important part of the ACM´s role;
• The ACM develops plans to achieve objectives;
• KPI performance analysis;
• Participate and ensure the PSP (Problem Solving Process) that is utilized to solve process level problems that have a low variance whenever a KPI is not reaching target;
• Proactively identify risks that may occur in projects he/she is responsible for and suggest ways of internal control in order to reduce the associated risks;
• Interaction with other departments in order to improve and or maximize the projects(s) results.

What you’ll need

• At least two years on Customer Experience Management and shared services and/or related industries and on a management position (preferential);
• Fluency in written and spoken English is essential for this role;
• Higher Education Degree (preferential);
• Google Workspace management;
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.

Teleperformance Portugal
Teleperformance Portugal is one of the 25 best companies to work for in Europe. This recognition was assigned by Great Place to Work® Institute. TP was also distinguished as Best and Largest exporter and Best Contributor to Employment in Portugal, by Exame magazine!
With more than 12 000 employees, from 111 nationalities, our team provides services in 35 languages. We are a multicultural, highly skilled, and deeply knowledgeable team. Teleperformance Portugal has a wide range of integrated omnichannel solutions, technology, and the highest security standards in the market.
Whoever you are, wherever you are from, join us and find your place at Teleperformance Portugal

• The ACM must ensure compliance of all principles of the TOPS methodology and ensure that compliance is being followed by all members of the team;The ACM´s management tools include, but are not limited to:
• Daily Supervisor Meeting (DSM);
• Education Learning Plan (ELP);
• In-Shift Meeting;
• Supervisor Shadow Observation Forms;
• PSP Meetings;
• Application of motivational and disciplinary procedures are also an important part of the ACM´s role;
• The ACM develops plans to achieve objectives;
• KPI performance analysis;
• Participate and ensure the PSP (Problem Solving Process) that is utilized to solve process level problems that have a low variance whenever a KPI is not reaching target;
• Proactively identify risks that may occur in projects he/she is responsible for and suggest ways of internal control in order to reduce the associated risks;
• Interaction with other departments in order to improve and or maximize the projects(s) results