Taskforce Manager
Teleperformance Group
Total des années d'expérience :17 years, 7 Mois
Develops the Operation’s Management Teams by providing direction, guidance, and mentoring to ensure the highest quality of Managing and motivation and in cooperation with HR
Monitors Trends and Sets/Revises Goals and Objectives.
Assess and evaluates the overall performance of the Management Team
Gathers employee feedback and communicates to responsible staff for solutions.
Monitor all statistical measurements/results to a daily, weekly, monthly and quarterly basis and take sound decisions.
Controlling Costs and keeps the Project on Track Financially and Prepares Cost-Benefit Analysis to improve efficiency.
Contributes in Budgeting preparation
Verifying/Ensuring supervisor goals are being met
Ensuring project is functioning efficiently
Troubleshooting and escalating issues to Call Center Manager as well as keeping Call Center Manager informed
Assist in administering incentive plans/rewards system
Possess strong motivational skills; able to drive performance in all types of people and personalities
•Support Operation supervisor to manage performance of the team to achieve quality standards, productivity targets and SLA’s
•Acts as subject matter expert (SME) on client’s Monitoring Guidelines and in close coordination with Teleperformance and client quality process owners.
•Leads the execution of established processes for my team.
•Represents my team on calibration sessions (internal/external).
•Reporting technical issues to lab supervisor
•Observing and adhering to lab ESD requirements.
•Reporting to lab supervisor/team leader on status of spares and tools.
•Ensure ESD requirement team and audit it.
•Solving any technical issues have been escalated by junior team member.
Provide training and guidance to new repair team members.
•Repairing faulty mobile phones, according to manufacturer standards.
•Reporting technical issues to team leader.
•Observing and adhering to lab ESD requirements.
•Reporting to lab supervisor/team leader on status of spares and tools.
