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Teleperformance USA COPC Implementation Leader in Indianapolis, Indiana

Overview:

The COPC Implementation Leader (Customer Operations Performance Centre) is responsible for overseeing COPC Certification Process of the site and contributing directly to its success. Working closely with Operations, WFM, Recruiting, Training and Quality, you will ensure appropriate training within all necessary departments in order to ensure compliance to COPC and support data drive efforts to improve performance to achieve company and/or client requirements.

Responsibilities:

  • Already be OR must become certified to the current COPC standard. To receive your COPC Registered Coordinator status, you must achieve a 90%+ during the training.

  • Analyze data, discern trends and make recommendations

  • POC for COPC at site level

  • Drive high performance, improve revenue, service and quality and reduce costs through consistent, repeatable and scalable methods that achieve measurable performance improvement using Best practices, metrics and benchmarks.

  • Develop thorough corrective and preventative plans for all departments involved

  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations and IT, any known infractions of these corporate policies and procedures are communicated to the Director IT immediately

Qualifications:

  • Post-secondary education or equivalent preferred. Or a combination of education and related work experience

  • Must have availability to work various shifts influenced by current business needs.

  • Clear Criminal Background Check

  • Must be 18 years old

  • Minimum of two - three years' experience in an inbound Call Center operations environment (Quality Assurance, Supervisory, Training, or WFM background preferred)

  • Advanced computer skills - Microsoft Windows - particularly Excel

  • Excellent communications skills - both written and verbal to assist in ensuring prompt resolution of issues identified

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