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Job Summary / Overview

This Role oversees identifying improvement opportunities across multiple sites/locations, challenging the norm to drive continual improvement. Ensuring consistent delivery across the sites/location within his/her area of responsibility.
Sharing operational best practices and representing the operation in front of the client in cooperation with Client Management.
Responsible for implementing TP’s operational framework and accountable for ensuring compliance within his/her area of responsibility. 

Key Responsibilities and Accountabilities

• Implement the Global Organizational Structure and Roles & Responsibilities Blueprint 

• Ensure alignment and engagement across Global, Regional, and Local teams in line with operational standards 

• Identify and onboard global resources in accordance with defined roles and structures 

• Establish and maintain internal KPIs, reporting standards, and performance dashboards 

• Validate and review KPIs with L-SDMs to ensure data accuracy and business relevance 

• Ensure L-SDMs understand, interpret, and manage data per Global standards 

• Drive continuous improvement by identifying fail points, anomalies, and clarification needs 

• Implement the Global Quality, Process, and Training Management Blueprint 

• Oversee alignment between Global and Local QPT teams 

• Manage intra-daily, daily, and weekly client communications (WBRs) 

• Ensure operational teams follow defined processes, timelines, and deliverables, with proper follow-up until completion 

Competencies and Professional Background

• Bachelor’s degree in related discipline preferred

• Minimum of 3 years’ experience and expertise in account management, service delivery management or similar function in BPO / customer service or similar business Special Certifications 

• Knowledge of service management and project delivery methodologies; Six Sigma, DMAIC preferred 

Required Skills

Technical Skills: 

• Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high level     of  IT affinity 

  

Soft Skills: 

• A motivated self-starter that can build relationships quickly. Outstanding leadership and management skills 

• Self-confident and assertive professional manner and poise 

• Working in a structured and self-reliant way; strong organizational, time management and prioritization skills 

• Team Player, who stands open for feedback and criticism 

• Determination and ability to get things done; ability to work under pressure 

hand-on mentality, and solution-oriented approach 

• High client focus and quality standard 

• Excellent analytical skills, alert mind, strategic and tactical thinker 

• Language level: English: C1/C2 

Interested?

Please apply using the link below and upload your CV and Motivation letter* in PDF format. 
The recruitment team will then get in touch with you. 

*Only applications with complete application documents in PDF Format will be considered. 

Important: When applying, please upload your CV and motivation letter first, and then fill out the form with your contact details. 

Teleperformance actively promotes equality among all employees in a variety of ways. Women are given preferential consideration when they have the same qualifications, abilities, and professional performance, unless there are overriding reasons in favor of another candidate. The same applies in particular to applications from people with severe disabilities and those with equivalent status. We therefore expressly welcome all applications, regardless of disability, cultural or social background, age, religion, belief, or sexual identity.