Job description
The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.Main Responsibilities (but not limited to)Analyse and maintain all Service Level agreements; implement improvement plans as neededSelecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
Responsibilities & skills
Solid understanding of how Quality can influence achievement of business objectivesHave an excellent command of the English languageStrong motivational skills to develop peoples attitudes and skills
Education
Proven experience in management of a Financial/Regulated in a contact centerExperience in KPI ManagementMatric/ Equivalent
Experience
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Teleperformance
We are seeking a Junior Business Insights Developer with expertise in Power BI to join our Central Business Insights team. This role is ideal for a motivated individual who is eager to learn and grow in the field of business intelligence. You will assist in developing, analyzing, and presenting business insights, utilizing Power BI and other reporting tools. You will work closely with senior team members to gain exposure to complex BI projects while contributing to impactful business decisions.
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