Monitoring Specialist (Rtm)

Teleperformance Türkiye

Company Description

Teleperformance, a global leader in digital business services worldwide, provides services to international firms on a global scale, delivering superior results in managing companies' customer service, technical support, sales, marketing, and collection processes.

The Teleperformance Group operates in 100 countries, with 300+ languages and dialects, and employs over 500,000 professionals, serving large-scale international firms in 170+ sectors with outsourced customer experience services.

Teleperformance Turkey collaborates with large-scale companies across 150+ sectors, employing over 11,000 professionals.

Qualifications:

•  Must have a minimum bachelor's degree,
•  Must reside in Istanbul and be able to work in our office in Eyupsultan/Istanbul,
•  Proficiency in global correspondence, communication, and processes at minimum B2 level, preferably with C1 level written and spoken English,
•  Must have at least 1 year of experience working in customer experience center operations,
•  Preferably graduate from Statistics, Industrial Engineering, or Mathematics departments,
•  Advanced knowledge of MS Office software,
•  For male candidates, completion of military service or at least 2 years of deferment,
•  Successful in interpersonal relationships, with a proactive approach and the ability to communicate effectively with employees at all levels,
•  Good time management and decisionmaking skills,
•  Ability to prioritize tasks in a busy work environment,
•  Ability to conduct root cause analyses to meet customer quality expectations,
•  Able to work quickly and targetoriented,
•  Resultsoriented, motivated, and possess a professional outlook,
•  Ability to work in a team,
•  Patient and reliable.

Job Description:

•  Take necessary actions to ensure operational KPIs meet the target according to risk plans,
•  Monitor live through the central used by the operation and generate alarms when necessary to achieve the target,
•  Monitor statuses such as AHT, short breaks, lunch breaks, etc,
•  Take attendance at shift entries and publish absenteeism reports,
•  Ensure that all values occurred are entered into the WFM applications used,
•  Keep personnel files related to the operation up to date,
•  Notify the necessary units in case of system interruptions (communication to Teleperformance or customer channels),
•  When there are customer service representatives who stay on the line for a long time, report the situation to the representative manager,
•  Keep a log of all actions taken during the day.

Teleperformance, as a global leader in digital business services, adopts the approach of "Our strength is technology, Our focus is people," providing simpler, faster, and more secure customer services to the world's leading brands. Being recognized as one of the top 25 workplaces globally, Teleperformance offers career opportunities for individuals seeking to join our team. We are looking for team members to join us at Teleperformance, an award-winning Great Place to Work, where we will achieve new successes together.