Customer Support

• Lead and support an existing team professionally and disciplinarily
• Monitor team performance and drive continuous improvement
• Motivate, develop, support, evaluate, and coach employees
• Optimize internal workflows with project stakeholders
• Analyze daily, weekly, and monthly performance metrics
• Prepare and conduct daily pre-shift meetings with KPI reviews and action planning
• Prepare project-specific client reports
• Conduct contact monitoring followed by feedback, coaching, and training
• Ensure service level compliance and maximize team productivity to meet financial targets
• Provide real-time support during challenging customer interactions and handle escalated cases
• Collaborate with key contacts to identify issues and develop KPI action plans
• Ensure compliance with Teleperformance policies and report violations
• Interact with WFM, QA, HR, Payroll, and other departments
• Manage time tracking and attendance records
• Exercise disciplinary leadership over the team

Customer Support Specialist Supervisor

• Lead and support an existing team professionally and disciplinarily
• Monitor team performance and take responsibility for team success
• Drive continuous improvement and ensure goal achievement
• Motivate, develop, and support employees daily
• Coach and motivate employees to ensure quality standards and professional development
• Optimize internal workflows with project stakeholders
• Analyze performance metrics daily, weekly, and monthly
• Prepare and conduct daily pre-shift meetings, including KPI review and action planning
• Prepare project-specific client reports
• Support, motivate, evaluate, and develop the team
• Conduct contact monitoring followed by feedback, coaching, and training when needed
• Ensure service-level compliance and maximize team productivity to meet financial targets
• Provide real-time support during challenging customer interactions
• Handle escalated cases professionally and in a solution-oriented manner
• Collaborate with key contacts to identify issues and develop KPI action plans
• Ensure compliance with Teleperformance policies and report violations to management
• Interact with WFM, QA, HR, Payroll, and other departments
• Manage time tracking and attendance records
• Exercise disciplinary leadership over the team