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Teleperformance
  5 - 10 Yrs
 Tamil Nadu/Chennai
  Negotiable
Opening: 1
Posted 29 day(s) ago
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Job Description
Monitor adherence of Service Level Agreement (SLAs) for the team specified by the Client / Process for TAT, Quality, Productivity & Attendance Cascades any important updates or information to the team in pre-shift briefings. - Design and implement systems to handle data / reports and regularly reviews to make necessary changes. - Monitors calls and provides timely feedback as agreed with the Clients / Operations - Conduct quality audits on weekly basis and draw up action plans for the advisors requiring coaching and development to achieve desired performance levels. - Tracks attrition and conduct quarterly audits for leave cards and other specified documentation. - Identify process gaps and collaborates with the Client / Quality / training team to formulate solutions. - Provides updates to Team Manager regularly with respect to the performance of the team and any issues faced by them. - Initiate CAP/DAP/EDP accordingly for disciplinary and performance issues. - Ensures efficient leave management of team. - Attends monthly calibration sessions with Quality, Team Coaches and Trainers to check alignment against the Quality standards. - To be knowledgeable with the process and resourceful when faced with matters of escalation calls and irate customers. - Takes calls/Processes cases and attends refresher/up-skill training and keeps himself/herself up to date by ensuring that he/she is abreast with process changes - Understand and complies with all Physical Security, Information Security Policies and Procedures, and report all security incidents. - Ensure that audit non-compliances are fixed within the stipulated timelines. - The team leader may be responsible for gathering the information for the performance review or for conducting the review. - Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Salary   Negotiable
Industry BPO / KPO / ITES
SubIndustry Domestic
Functional Area Finance / Taxation / Audit / Costing
Specialization Other
Role Executive / Officer Level
Keyskills
BacsPayment
Sepa Payment
Swift Payment
Desired Candidate Profile
Please refer on JD
Education
Highest Qualification
Graduation Any Graduate
Company Profile
Teleperformance
Teleperformance SE is an omnichannel company headquartered in France.[1] The company specializes in outsourced omnichannel customer experience management, also known as Business Process Outsourcing (BPO).[2] The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 300,000 employees[3] across 400 contact centers in 80 countries and serves over 170 markets.[4][5]
Contact Details
Recruiter Name Arun Palanisamy
Contact No. 9942858357
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