Experienced Lead Customer Experience Supervisor – Teleperformance

As a highly skilled and motivated professional, we invite you to join arenaflex, a leading organization in the customer experience industry, as an Experienced Lead Customer Experience Supervisor. This is a unique opportunity to leverage your exceptional leadership and communication skills to drive operational excellence, foster positive employer-employee-client relationships, and promote high levels of employee morale in a 100% work-at-home environment.

About arenaflex

arenaflex is a dynamic and innovative company that is revolutionizing the customer experience landscape. With a strong commitment to excellence, arenaflex has established itself as a trusted partner for businesses seeking to deliver exceptional customer experiences. Our team of experts is dedicated to creating a culture of innovation, collaboration, and continuous improvement, where employees can grow, learn, and thrive.

Responsibilities

As a Lead Customer Experience Supervisor at arenaflex, you will play a critical role in developing and implementing operational practices that drive business success and employee satisfaction. Your key responsibilities will include:

• Developing and implementing operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Managing compliance and reporting for all center operations, including:

+ Call volume forecasting and staffing + Client service commitments + Budget and financial management + Forecasted hours versus actual hours + Payroll and HR management

• Overseeing day-to-day contact center operations and business planning, ensuring:

+ Staff safety and physical site security + Human resource development and training + Operational efficiency and service quality excellence

• Promoting the highest standards of ethical and professional conduct through demonstrated individual performance.
• Thriving as a team player in a fast-paced, high-energy, change-oriented environment.
• Continuing liaison efforts with:

+ Account Management + Quality Assurance + Training + Recruiting + WFM (Workforce Management) + IT (Information Technology) + Client

• Performing other related duties and assignments as required.

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• Bachelor's degree from an accredited college or university or equivalent work experience.
• Medical Coding Certification is an added advantage.
• Contact center leadership experience is preferred.
• Currently a supervisor or above with excellent TOPS (Teleperformance Operational Performance System) implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Some travel may be required.
• Proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong leadership and communication skills.
• Excellent problem-solving and analytical skills.
• Ability to work in a fast-paced, high-energy environment.
• Strong attention to detail and organizational skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent interpersonal and team-building skills.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Lead Customer Experience Supervisor, you will have access to a range of career growth opportunities, including:

• Professional development and training programs.
• Mentorship and coaching from experienced leaders.
• Opportunities for advancement and career progression.
• A dynamic and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

As a 100% work-at-home employee, you will have the flexibility to work from the comfort of your own home. arenaflex is committed to creating a culture of innovation, collaboration, and continuous improvement, where employees can grow, learn, and thrive. Our company culture is built on the following values:

• Innovation and creativity.
• Collaboration and teamwork.
• Continuous improvement and learning.
• Customer focus and satisfaction.
• Employee well-being and engagement.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Paid Training.
• Competitive Wages.
• Full Benefits (Medical, Dental, Vision, 401k and more).
• Paid Time Off.
• Employee wellness and engagement program.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding opportunity, we invite you to apply for the Experienced Lead Customer Experience Supervisor role at arenaflex. As a member of our team, you will have the opportunity to drive business success, foster positive employer-employee-client relationships, and promote high levels of employee morale in a dynamic and innovative work environment. Apply now to join our team and take the first step towards a rewarding and challenging career with arenaflex. Apply Job! Apply for this job