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Teleperformance USA

Customer Insight Lead

Brownsville, TX

Category : Client Operations

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement program

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Purpose

The purpose of the role is to implement and operationalize an ongoing call listening operating rhythm to systematically understand customer demand (i.e. the reason for customer contacts and insights into failure v value and the degree to which they are resolved, transferred etc.). To lead a group of QA's who perform systematic call listening and work closely with the Process Improvement Manager. To provide the center's leadership team with targeted analytics specific to the center's requirements and business opportunities, to assist the center in promoting customer advocacy.

This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Your Responsibilities

  • Ensure the quality of customer insight data collected by the team by leading calibration sessions to ensure accuracy and consistency of data collected is maintained at a high level
  • Summarize the information gathered from call listening performed by the team, providing additional insights and level of detail as necessary
  • Provide targeted analytics/ diagnosis in order to improve the customer experience and drive operational KPI's
  • Prepare a readout of the customer demand data gathered
  • Participate in leadership sessions providing inputs from a customer insight perspective on key issues being tackled by the leadership team
  • Manage performance of QA's
  • Manage workload to ensure deadlines are met and call listening targets are achieved
  • Proactively identify, analyze and improve existing business processes to meet goals and objectives
  • Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs
  • Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment
  • Ability to lead effective data gathering activities ensuring quality of data collected thru a rigorous process of calibrations and audits
  • Ability to effectively profile call demand and capture insight from customer calls
  • Excellent time management skills to meet required timeframes
  • Able to convey complex ideas to people of various levels in the organization
  • Awareness of Contact Centre Operations in a fast paced, highly structured and monitored environment
  • Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologies
  • A good understanding of the business and its customer base

Qualifications

  • At least 2 years experience working in a sales and service based role in a call centre or retail environment;
  • Experience in a high volume and fast paced environment which is structured and monitored;
  • Experience in quality and customer experience management preferred
  • Experience in analysing and reporting data
  • Ability to transfer insights into our organizations' business context, to frame them in action-oriented terms that can create business value
  • Ability to see things beyond what is being ‘said' by the customer
  • Previous experience in managing performance and productivity of a team to achieve results
  • Previous experience in coaching and mentoring
  • Degree holder from a reputable institution of higher learning preferred
  • Proficient with various office productivity applications particularly Excel and PowerPoint
  • Proficient in interaction analytics
  • With Six Sigma Experience and/ or practitioner at Green Belt level

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Client-provided location(s): Brownsville, TX, USA
Job ID: Teleperformance_USA-1403752157
Employment Type: Other