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Teleperformance

Outsourced customer experience management services

Digital Business Customer Support Supervisor

Customer SupportConfirmed live in the last 24 hours
Full-timeWaterloo, ON, CanadaCA$48.8k /yr

About the Job

Requirements

  • A high school diploma is required.
  • At least six months of experience as a Teleperformance agent is required for internal processes and internal development.
  • Proficiency in Microsoft Office Suite, particularly Excel.
  • Ability to understand technology and new technology concepts.
  • Knowledge or practical experience with basic computer networking, building, or programming; hobby or personal-time experience is acceptable.
  • Experience with VW/Audi or relevant technical product knowledge.
  • A high-level understanding of vehicle electronics.
  • Ability to anticipate and identify customer needs and solve problems decisively.
  • Strong written and verbal communication skills.
  • Ability to redirect and coach for improvement, gauge user ability, and modify delivery accordingly.
  • Demonstrated professional customer service skills, including a solutions mindset, a helping nature, and a passion for customer service.
  • Ability to recognize trends and escalate information appropriately.
  • Strong problem-solving skills, including linear problem-solving and troubleshooting.
  • Ability to manage multiple tasks effectively, prioritize tasks, manage time efficiently, and respond promptly to deadlines and needs.
  • A proven track record of motivating sales or service professionals and exceeding performance metrics.
  • Required skills include process excellence, collaboration, communication, emotional intelligence, open-mindedness, critical thinking, solution orientation, entrepreneurship, AI proficiency, and data literacy.
  • Ability to understand and adhere to policies and procedures concerning ethics and compliance, protection of information assets, integrity of customer transactions, and ethical use of access privileges and resources.
  • Ability to comply with the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement.
  • Ability to protect company assets, systems, proprietary information, and confidential information in accordance with company policies.
  • Ability to report actual or suspected ethics and compliance violations, vulnerabilities, security incidents, and breaches in confidentiality, integrity, or availability of information assets.
  • Ability to process personal, client, and employer business data in accordance with customer contracts, company guidelines, and applicable regulations.

Responsibilities

  • Oversee and supervise a team of agents.
  • Attend required training sessions for new information and training updates.
  • Acquire knowledge of tools and associated workflow processes and transfer that knowledge to the team.
  • Assist in developing and streamlining procedures.
  • Coach, motivate, reward, counsel, and assist with disciplinary actions as necessary.
  • Provide quality service to internal and external customers, both online and offline.
  • Assist agents with customer interactions requiring special handling and take customer calls.
  • Maintain open communication among agents, supervisors, and management.
  • Ensure uniform understanding of and adherence to policies, procedures, and company programs.
  • Supervise and monitor agent attendance, performance, and productivity.
  • Prepare reports and ensure their accuracy.
  • Keep agents informed of operational changes.
  • Conduct employee briefings and meetings.
  • Ensure service-level standards are met.
  • Monitor system performance and initiate actions to correct system problems.
  • Observe agents and provide feedback.
  • Assist in developing and tracking employee incentive programs.
  • Ensure completion of departmental duties and tasks in the absence of subordinates or co-workers.
  • Perform other duties as assigned.

Desired Qualifications

  • An undergraduate bachelor's degree is preferred.
  • Completion of an internal Agent development initiative such as JUMP is preferred.
  • Six months of supervisory experience is preferred for internal or external candidates.
  • Management experience in customer service, sales, or online retail where relevant is desirable.

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1978

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