Job Details - Find Your Perfect Career Opportunity

Teleperformance, a global leader in outsourced omnichannel customer experience management, is seeking a dynamic Assistant Manager of Operations to join our team. This role is at the forefront of our mission to provide exceptional customer service and technical support to companies all around the world. With a focus on managing Chat & Voice channels in customer care and sales, this position offers an exciting opportunity to work in a professional, collaborative, and growth-oriented environment.

As an Assistant Manager of Operations, you will have the chance to leverage your skills in the Hospitality/Travel domain while gaining invaluable experience in the BPO business. At Teleperformance, we value our team members' growth and development, providing a wealth of opportunities for career advancement. Be a part of our team-focused culture and make an impact on our ever-evolving organization.

• A minimum of a Bachelor's degree in Business Administration, Hospitality, or a related field.
• Proven experience in a managerial role in the BPO industry, preferably with a focus on Hospitality/Travel.
• Strong understanding of Chat & Voice channels in customer care and sales.
• Exceptional communication skills, both verbal and written.
• Technical competencies in customer relationship management (CRM) software and other related digital solutions.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent problem-solving abilities and a customer-oriented mindset.
• Preferred: Master's degree in Business Administration or a related field.

• Lead the operations of Chat & Voice channels to ensure optimal customer care and sales performance.
• Develop and implement strategies for operational management to meet performance objectives.
• Manage a team of customer service representatives, fostering a supportive and team-focused environment.
• Collaborate with various departments to streamline processes and enhance service quality.
• Design and oversee training programs to upskill team members and maintain service excellence.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Ensure compliance with company policies and industry regulations.