Job Description

Join Teleperformance - Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.


Utilize advanced support technologies and processes engineered to achieve outstanding results.


We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Exigences du poste

Admissibilite

: Ouvert a tous les employes actuels de Teleperformance (TP) ayant une experience anterieure pertinente.

Titularisation interne (non applicable aux candidats externes) :

Minimum de 6 mois requis dans le role actuel pour les candidats internes.

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travail :

Principalement virtuel, avec une presence sur place exigee au besoin. Les candidats doivent etre bases dans la region de Montreal, de preference a proximite du site. Poste en mode hybride selon les besoins, au bureau de TP Montreal, 2030 Bd Pie-IX, bureaux 400 et 440, Montreal (QC) H1V 2C8

Heures d'ouverture :

du lundi au vendredi, de 9 h a 18 h (HNE)

Job Requirements:

Eligibility:

Open to all current Teleperformance (TP) employees with prior relevant experience.

Internal Tenure (not applicable for external candidates):

Minimum of 6 months in the current role required for internal applicants.

Work Setup:

Primarily virtual, with onsite presence required as needed. Candidates should be based in the Montreal area, preferably close to the site. Hybrid role as needed, at the TP Montreal office, 2030 Bd Pie-IX, offices 400 and 440, Montreal (QC) H1V 2C8

Hours of Operation:

Monday to Friday, 9 AM to 6 PM (EST)

Responsabilites

generales

Surveiller et gerer l'absenteisme et l'assiduite. Superviser et gerer l'utilisation efficace des ressources en personnel afin de s'assurer que les normes de la qualite du service ainsi que celles liees aux echeanciers budgetaires sont respectees. Etre en mesure de travailler dans un programme a rythme accelere, avec un niveau de service a la clientele tres eleve. Assurer la gestion de ses subalternes grace a un professionnalisme et un service a la clientele exemplaires. Rencontrer regulierement les subordonnes directs, individuellement et collectivement, a des fins de mentorat et de mises a jour sur le programme. Recueillir et/ou superviser la collecte d'informations et documents concernant les procedures et les produits. Aider a l'analyse des besoins du centre d'affaires en formation afin de contribuer a la croissance des programmes. Encadrer les membres de l'equipe sur les techniques de vente et la facon d'atteindre leurs objectifs ainsi que de valider les connaissances/suggestions de voyage et de geographie, les techniques de resolution de problemes des voyageurs, et l'efficacite dans la recherche des tarifs de voyages, etc. Communiquer les objectifs cibles du service et ceux de l'organisation a ses subalternes. Evaluer les besoins individuels en matiere de formation et s'assurer que ceux-ci sont satisfaits. Fournir des retroactions frequentes et coherentes aux subordonnes directs et maintenir une connaissance constante des normes et des objectifs individuels et collectifs. Encadrer ses subalternes sur les normes organisationnelles et fournir des formations pour le poste au besoin. Maximiser le potentiel de ses subalternes a l'aide des methodes de gestion du rendement etablies et effectuer, au besoin, des evaluations officielles de celui-ci. Surveiller et s'assurer de l'existence d'environnements de travail favorables afin de promouvoir une satisfaction et un moral eleves pour les employes. Gerer les ressources du service par le biais de recrutement, de delegation et d'organisation efficaces. Surveiller la conformite de l'equipe aux normes de qualite a l'aide des procedures et des systemes d'audit etablis. Effectuer d'autres taches assignees.

Overall Responsibilities:

Monitors and manages absenteeism and punctuality Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met Able to work on a fast pace program, with extra high level of customer service. Provides leadership to subordinates through exemplary professionalism and customer service Meets regularly with direct reports individually and collectively for mentoring and program updates Gathers and/or oversees collection of procedural and product information and documents Assists with business centre training needs analysis and program development Coach team members on selling techniques and how to reach objectives, validate travel and geographic knowledge/suggestions, problem solving techniques for travellers, travel rates search, etc. Communicates department and organizational objectives and goals to subordinates Assesses individual training needs and ensure needs are met Provides frequent and consistent feedback to direct reports and maintains ongoing awareness of individual/group standards and goals Coaches subordinates on organizational standards and provides position training as required Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale Manages departmental resources through effective recruiting, delegation, and organization Monitors team compliance to quality standards using established audit procedures and systems Perform other duties as assigned.

Be One of Our People:

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

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.