Teleperformance Nigeria Jobs – new vacancies

Latest Teleperformance job recruitment

Teleperformance, for over 40 years, has been connecting customers with the world’s most successful companies. It is the global leader in customer experience outsourcing management and the trusted provider of digitally integrated business services. At Teleperformance, we combine human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion to make it happen.

Jobs at Teleperformance

Business Analyst at Teleperformance Nigeria

November 22, 2022 

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Teleperformance Nigeria Job Title: Business Analyst Location: NigeriaCategory: Operations Job Summary Main tasks will include performing detailed requirements analysis, documenting processes, and performing some user acceptance testing. To succeed in this… Read more here

Assistant Contact Center Manager – ACM at Teleperformance Nigeria

November 22, 2022

Teleperformance Nigeria Job Title: Assistant Contact Center Manager – ACM Location: Nigeria Job Summary Responsible for work environment, client satisfaction and profitability of a program by being the leader of the… Read more here

Trainer at Teleperformance Nigeria

November 22, 202

Teleperformance Nigeria Job Title: Trainer Location: Nigeria Job Description Getting people ready to perform, as a Trainer you will support operations in developing the knowledge and skills to deliver in their… Read more here

Call Centre Manager – CCM

Location: Nigeria

Job Description

  • The Call Centre Manager is the manager of the staff, premises, operations, and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. 
  • He/She is responsible for operational delivery (Performance and P&L).

Responsibilities
Delivery:

  • Manages and is responsible for day-to-day activities of one or more unit of operations.
  • Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
  • Manage the daily/weekly/monthly P&L
  • Develop annual operating budgets and provide fiscal direction of the department.
  • Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
  • Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
  • Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
  • Manages and develops a team of ACMs in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
  • Implements processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
  • Participate in monthly and quarterly ATAC meetings.
  • Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
  • Participates in the development and implementation of unit policies and procedures.
  • Participate in client meetings as required.
  • Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
  • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
  • Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
  • Other duties as assigned.

Educational Qualification and Specific Training

  • Candudates should possess a Bachelor’s Degree

Work Experience:

  • 5 – 7 years of management experience in a BPO or call center.

Technical Skills:

  • Usage of MS Office
  • Customer or function specific programs, CCMS
  • At least 130 strokes per minute, Accuracy of 80%
  • Project Management

Competencies and Specific Skills:

  • Achievement Oriented
  • Analytical Ability
  • Communication Skill
  • Decision-Making
  • Flexibility
  • Judgment
  • Management Skills
  • Planning and Organizing
  • Problem Solving
  • Strategic thinking
  • Stress tolerance
  • Coaching Skills
  • Skills in testing or results and processes comply with the requirements
  • Facilitation Skills
  • Project management skills
  • Change management skills
  • KPI knowledge and understanding

What we offer 

  • An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Supervisor

Location: Nigeria

Job Description

  • Directly responsible for Agent Development
  • Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support, and education.
  • Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met

Responsibilities
Deliveries:

  • 80% of their time monitoring & coaching. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor
  • Follow all steps of TOPS to manage their team and their shift daily to ensure 80% of their shift is spent managing their team
  • Support, motivate, evaluate, develop, and coach their Agents to continually meet and exceed their individual / team targets
  • Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
  • Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
  • Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers’ inquiries promptly & professionally when necessary
  • Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
  • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
  • interaction with other Departments (WFM, QA, Payroll/HR, etc)
  • Other duties assigned.

Educational Qualification and Specific Training

  • Candidates should possess a Bachelor’s Degree
  • Product knowledge

Work Experience:

  • Agent experience (at least six months)
  • 3 + years’ experience at handling customers within service/technical fields
  • Proven work experience in a contact center or BPO.

Technical Skills:

  • Usage of MS Office
  • Use of CCMS
  • Excellent Typing Skill
  • Fluent, have acceptable accents, and speak clearly and understandably in English

Competencies and Specific Skills:

  • Communication skills
  • Problem solving
  • Analytical Ability
  • Leadership skills
  • Management skills
  • Planning and organizing
  • Customer service oriented / Sales skills
  • Project Management
  • Flexibility
  • Stress tolerance
  • Job motivation
  • Team building /teamwork
  • Time management
  • Coaching skills
  • KPI knowledge and understanding
  • Transaction monitoring

What we offer 

  • An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Quality Assurance Analyst

Location: Nigeria
Category: Quality Assurance

Job Description

  • Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each interaction.

Responsibilities
Delivery:

  • Analyze adherence to quality policies and procedures by monitoring agents
  • Execute coaching process using internal standards for feedback and coaching-
  • Execute number of observations and feedback required per agent according to the client request or internal standards.
  • Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
  • Collect top call drivers’ data
  • Develop reports in excel to inform about top call drivers and main opportunities found.
  • Attend internal & external call calibration sessions
  • Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)
  • Work closely with the Supervisor sharing insights and participating in ATAC meetings to develop and implement effective action plans to improve quality and related metrics.
  • Responsible for refresher training on process changes and analysis and reporting,
  • Responsible for conducting internal monitoring based on company and daily quotas.
  • Inform of any suspicious or malicious behavior detected during monitoring
  • Deliver feedback to agents
  • Other duties assigned.

Education and Specific Training

  • Candidates should possess a Bachelor’s Degree

Work Experience:

  • Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service
  • Experience handling customers within service/technical fields within Call center Environment or a BPO
  • Minimum 6-month work experience in a Call Centre Environment as an agent

Technical Skills:

  • Usage of MS Office
  • Fluent English is mandatory
  • Excellent computer skills
  • Data Analytics

Competencies and Specific Skills:

  • Interpersonal skills
  • Communication skills
  • Problem solving
  • Analytical Ability
  • Adaptability
  • Customer orientation
  • Flexibility
  • Stress tolerance
  • Team building /teamwork
  • KPI knowledge and understanding
  • Transaction monitoring
  • Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

What we offer 

  • An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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