Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job DescriptionAbout the Job This role is responsible for directing, managing, and controlling team performance while delivering a high standard of customer experience. The position takes full ownership of team results across customer satisfaction, quality, and operational metrics, while fostering a strong people-focused and performance-driven culture. ResponsibilitiesCustomerDirects, manages, and controls the performance of the team while communicating and completing transactions for customers.Takes complete ownership of the aligned team’s performance on CSAT, Quality, NPS, and other customer metrics.Demonstrates a strong customer orientation and makes consistent efforts to understand and respond to client needs. Operational ExcellenceMonitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance.Cascades important updates and information to the team during pre-shift briefings.Monitors calls and provides timely feedback as agreed with Clients and Operations.Conducts weekly quality audits and develops action plans for advisors requiring coaching and development to achieve desired performance levels.Tracks attrition and conducts quarterly audits for leave cards and other required documentation.Identifies process gaps and collaborates with Client, Quality, and Training teams to develop and implement solutions.Provides regular performance updates to the Team Manager, including risks, issues, and improvement areas.Initiates CAP, DAP, and EDP processes for disciplinary and performance-related concerns as required.Ensures efficient and accurate leave management for the team.Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards.People & CultureActs as an effective team player and resolves conflicts in a constructive and timely manner.Guides and supports team members toward achieving individual and team objectives.Maintains effective work behavior under pressure and adapts successfully to changing demands and conditions.Enables development opportunities for the team through participation in various initiatives.Assists new and existing team members by preparing development plans and tracking progress against them.Ensures team adherence to discipline standards and TP policies.Takes responsibility for implementing feedback and cascading opportunities identified through skip-level meetings to relevant departments.  

Delivers Customer ServiceSolves ProblemsCommunicates EffectivelySupports Colleague Development