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Temp Customer Experience Senior Specialist

Teleperformance - Port Saint Lucie, FL

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Job Description

About TPTP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP include:Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programsTP and You Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest in all that we do. You will become a key contributor in making that happen.Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!This is a temporary position that ends December 7,2025.Coaches must have the experience of taking calls, applying training and proven proficiency in the role.Must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing as dictated by UHS only.Support training initiatives and strategy.Coach Agents/Representatives to improve knowledge, engage consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate.Collaborate with Operations Manager and site Supervisors to develop and then execute upon daily plan to drive improved performance.Coach and update Agents/Representatives via call calibrations, one-on-ones, live side-by-sides, huddles, team meetings, etc.Drive high-performance sales, compliance and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the Supervisor/Coach training.Including actively monitoring agents via Live listenRecommend changes when necessary.Assist in implementation of new processes.Collaborate actively and fully with onsite and offsite staff.Complete daily call reviews and coaching as outlined in the Standard Operating Procedures section. Complete daily Group call reviews and coaching as outlined in the Standard Operating Procedures section. (if applicable).Complete UES documentation and coaching.Must be able to work at the Port Saint Lucie, FLMust be available to work any 8 hours between 9:30AM CST - 7:30 PM CST Sun-SatPrevious call center experience with five (5) or more of the following:More than six (6) months experience as an inbound call center customer service representativeMore than six (6) months experience as a mentor, trainer or acting supervisorAnalytical and problem-solving skillsAbility to analyze and identify agent trendingAbility to analyze and identify opportunities in customer feedbackAbility to assess individual and team performanceAdvanced troubleshooting skillsStrong written and verbal communication skillsStrong leadership skillsHighly productiveVery good attendance habitsExcellent organizational and time management skillsExcellent verbal and written communication skillsAbility to communicate with all levels of managementAbility to work independently and multi-taskCollege degree preferredWorking experience with creating or compiling reports using various sources of dataExperienced with the Microsoft Office Products - Excel, Word, and PowerPointMust pass background and drug testRequired SkillsBEST SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt 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.TP is an Equal Opportunity Employer

Created: 2025-09-26

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