Experienced Temporary Team Leader of Customer Experience – Teleperformance

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a global digital business services company, as our Temporary Team Leader of Customer Experience. This exciting opportunity will challenge you to drive performance, develop high-performing teams, and create a culture of excellence in our inbound call center.

About blithequark

blithequark is a global leader in digital business services, helping the world's best brands streamline their business in meaningful and sustainable ways. With over 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence enable us to make a positive impact in our communities, with our clients, and on the environment. At blithequark, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance, where everyone feels valued, inspired, and supported.

Benefits of Working with blithequark

As a Temporary Team Leader of Customer Experience at blithequark, you'll enjoy a range of benefits, including:

• Paid Training to help you develop your skills and expertise
• Competitive Wages that reflect your value to our organization
• Full Benefits, including Medical, Dental, Vision, 401k, and more
• Paid Time Off to recharge and relax
• Employee wellness and engagement programs to support your physical and mental well-being
• Opportunities for career growth and development in a dynamic and fast-paced environment

Purpose of the Position

As our Temporary Team Leader of Customer Experience, you'll be responsible for developing, implementing, assessing, and improving the day-to-day operations of our inbound call center to meet and exceed all aspects of client needs and requirements. This temporary position will end by or before May 1, 2025.

Key Responsibilities

As a Temporary Team Leader of Customer Experience, your key responsibilities will include:

• Ensuring daily performance metrics are met or exceeded, including quality, service level, and schedule adherence metrics
• Coaching and educating agents on how to improve their performance, with a focus on fun, enthusiasm, and accountability
• Creating an environment that fosters a positive and supportive team culture
• Taking initiative and showing leadership by creating performance improvement plans and administering coaching and disciplinary action when necessary
• Handling both internal and client-led performance discussions
• Ensuring all policies and procedures are adhered to, including Security, HR, Operations, and more
• Working with training and other management staff to improve quality and efficiency of Escalations team
• Handling inbound escalations and providing excellent customer service to all subscribers and fellow representatives
• Demonstrating a positive and helpful attitude to all subscribers and fellow representatives
• Demonstrating advanced knowledge of Client products and understanding, organizing, and training new information to internal representatives for educational and informative purposes
• Assisting in identifying trends in call handling and customer-related issues for feedback
• Thriving as a team player in a fast-paced, high-energy, change-oriented environment

Essential Qualifications

To be successful in this role, you'll need:

• At least 6 months of experience as a supervisor
• The ability to work remotely and be flexible with your schedule, including nights and weekends
• Exceptional attendance and a strong understanding of program requirements
• A history of meeting and exceeding performance expectations
• Dependability and a passion to help and assist team members in becoming successful in reaching their full potential
• The ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others
• A track record of sustained high-level success
• The ability to achieve and maintain extreme calibration at all levels within a team
• Solid organizational, administrative, leadership, and time management skills
• The ability to demonstrate personal ownership of tasks and follow through to obtain desired results
• A keen sense of attention to detail
• Skilled in determining why and how tasks should be attempted and their effective completion
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
• Excellent written and verbal communication skills consistent with North American business standards
• Availability to work various shifts influenced by current business needs

Preferred Qualifications

While not essential, the following qualifications would be beneficial:

• Experience in a call center or customer service environment
• Knowledge of Client products and services
• Experience with performance improvement plans and coaching
• Strong analytical and problem-solving skills
• Ability to work in a dynamic and fast-paced environment
• Experience with team leadership and development

Career Growth Opportunities and Learning Benefits

As a Temporary Team Leader of Customer Experience at blithequark, you'll have access to a range of career growth opportunities and learning benefits, including:

• Opportunities for professional development and training
• Mentorship and coaching from experienced leaders
• Access to a range of tools and resources to support your success
• A dynamic and fast-paced work environment that's always evolving
• A culture of inclusion and diversity, where everyone feels welcome and valued

Work Environment and Company Culture

At blithequark, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance. Our company culture is built on the principles of:

• Inclusion and diversity
• Respect and empathy
• Open communication and feedback
• Continuous learning and development
• Collaboration and teamwork
• Innovation and creativity

Compensation, Perks, and Benefits

As a Temporary Team Leader of Customer Experience at blithequark, you'll enjoy a competitive salary, comprehensive benefits package, and a range of perks and incentives, including:

• Competitive wages
• Full benefits, including Medical, Dental, Vision, 401k, and more
• Paid Time Off
• Employee wellness and engagement programs
• Opportunities for career growth and development
• A dynamic and fast-paced work environment that's always evolving

Conclusion

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to join blithequark as our Temporary Team Leader of Customer Experience. This exciting opportunity will challenge you to drive performance, develop high-performing teams, and create a culture of excellence in our inbound call center. Apply now to take the first step towards a rewarding and challenging career with blithequark. Apply Job! Apply for this job