Get to know Teleperformance
An interview with Teleperformance about what it’s like to be a part of their team
What problem are you currently solving and which projects are you using to accomplish this?
Our actual big challenge is to integrate into our Omnichannel solutions cutting-edge real-time features related with Natural Language Processing, Machine Learning and Speech Analytics over the big data our clients generate through millions of Omnichannel interactions, per day.
What do you do that makes your product exciting and unique?
We work with some of the biggest international brands. Our clients are diverse and each one has its complex system that must be integrated with our omnichannel solutions in real time, with advanced cutting-edge technologies like machine learning, NLP, speech analytics, sentiment analysis, and RPA. This an exciting and unique way of providing the best service to our clients.
What specific technologies are your tech employees working on?
We have a very broad technological stack, we are always open to new technologies that could leverage our product and innovations.
Tell us about the type of tech projects that your company has developed.
We have a strong product development culture, strengthened by the fact that all the development teams of all Teleperformance subsidiaries work collaboratively, which makes us a global team with high competencies, focused on innovation and with high entrepreneurial spirit.
What kind of talent are you looking for?
We are a business company with a strong customer-centric framework, so our talents must love business challenges and how to make technology leverage them. We are looking for talent in all product development spectrum, from solutions designers, developers, testers, release management, and because we are a very innovative company, we are always willing for professionals with different and disruptive technological stack knowledge.
Which skills are essential for those specific tech positions you are looking to fill — who is the “ideal” candidate to fill these positions?
We are looking for talented professionals that balance the technical knowledge with a great ability to understand the clients, their business and expectations. The most important behaviour that Teleperformance appreciates is the proactivity of our team, to propose solutions out of the box to solve our clients’ needs.
Can you describe the work environment at your company?
Part of the world’s leading customer experience management company Teleperformance Group, Teleperformance Portugal is present in 4 cities: Lisbon, Porto, Covilhã and Setúbal, with 11 buildings. This is a company made of a unique multicultural environment of 84 nationalities, connected with the purpose of creating memorable interactions in the name of the biggest and respected national and international brands.
With more than 10 000 people, serving clients in 35 languages, Teleperformance Portugal has a highly skilled and deeply knowledgeable team, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. Over time, this knowledge and market expertise allowed national and world recognition of excellence in its services. Among other awards, Teleperformance Portugal is considered one of the best companies to work in Portugal, by the Great Place to Work Institute. Exame Magazine, a renowned Portuguese business magazine, has also considered Teleperformance Portugal as one of the “Best Companies to Work for”.
Teleperformance also believes in the balance between the professional and personal life, that’s why it was created the TP Club. This club is focused on providing different experiences to its employees and their families through workshops, sports tournaments, initiatives and social events.
Do you want to know more about Teleperformance Portugal? Check our blog!
What growth opportunities do you offer to your employees, is there anything in place for training?
Teleperformance Portugal is a company that fosters an environment of learning, through the investment in innovative training programs dedicated to TP team.
We believe that companies that focus on commitment in order to enrich and develop their employees through training are the ones more likely to survive potential or possible fragilities on the economy and overall markets. Although the development of all employees is a strategic way to grow the company, that cannot happen without quality in training. That’s why Teleperformance has a highly innovative and modern Learning Hub where all employees can aspire to scale up their Teleperformance career and work more motivated to have a fruitful life at the company. At our Learning Hub, you grow without barriers and with all the tools needed. All 12 rooms, divided by 3 floors, are equipped with new technology and one of them with a specific itouch system.
On the other hand, as the fastest growing company in Portugal for the last 3 years, Teleperformance has to guarantee a sophisticated training program. Our most recent training program is the Six Sigma Training. Six Sigma is a Teleperformance Group strategy and has proven its worth over and over again! The training covers 7 important sales techniques and is made up of several modules, where the Lean methodology tools and the principles of the Theory of Constraints are discussed. It is an innovative program aimed at giving the entire team knowledge of sales techniques and process optimization in the company. TP Portugal was the first one to implement in-person training.
Regarding career progression, at Teleperformance each employee’s career path is important. To guarantee our team’s opportunities, Teleperformance Portugal created programs like JUMP, a development program that identifies and prepares employees to take on new positions in the company. For example, 80% of our management and leadership positions are filled by internal promotions.
Do you believe that your company provides opportunities for its employees to test and showcase their skills?
At Teleperformance we believe in the personal and professional growth of all employees. More than all the training programs, we actually give everyone the opportunity to be part of Continuous improvement & innovation program named CI2. It is an internal Teleperformance program that promises to deliver to each Teleperformance partner one to three innovation proposals per quarter to improve their business. In this program, our employees are the key point and their input can contribute directly to the improvement of the processes and consequently to an improvement of the experience of the final consumer. As first-rate managers, our employees are able to easily detect gaps or points of improvement in their customers’ business so they can contribute with their feedback. The innovation proposals are then presented to our clients, duly supported by a business plan and ROI analysis. An implementation plan is also presented and regular follow-ups with the client are carried out.
Due to the success of these proposals, some of them are replicated in other projects, thus fostering a culture of innovation and continuous improvement of Teleperformance Portugal.
Prove that you’re “The One”. What would attract candidates to work for you?
When it comes to a growing company, awarded as a leader in the creation of jobs in Portugal, one name comes to mind: Teleperformance Portugal!
As the fastest growing company in Portugal, Teleperformance is, more than ever, a world reference. Being one of the best companies to work for in Portugal, Teleperformance Portugal continues on a path to success. As a growing company and a world leader in customer experience management, Teleperformance Portugal was distinguished as a leader in the creation of jobs in Portugal, in the employment category by Prémios Expresso | Caixa | Economia in partnership with Informa D&B and Deloitte. According to the organization of the award, Teleperformance Portugal was the fastest growing company in the last three years in turnover and in the absolute number of employees. By 2015, the company had about 5000 employees; today, we are more than 10,000. Prémios Expresso | Caixa | Economia, organized by Expresso and Caixa Geral de Depósitos, in partnership with Informa D&B and Deloitte, aims to reward who most contributed to the growth of the country: the companies that grew the most, the ones that exported the most, the entrepreneurs who lead them, the most relevant municipalities, and the country that invested most.
The key to this enormous success can be described in few, but powerful words: a talented team. A recognized partnership between more than 10.000 employees of 84 nationalities who, together, provide a worldwide example of what diversity, innovation, and versatility can accomplish. We are the fastest growing company in Portugal because we have a highly skilled and talented team, completely focused on providing the best customer service and customer experience.
Teleperformance Portugal was also distinguished for the 9th time by the Great Place to Work® Institute as one of the best companies to work for in companies with more than 1000 employees. We know that combining a Great Place to Work and great talent is what ensures the success of a growing company and winning the “Young Talent Attraction” category, also awarded by the Great Place to Work® Institute is evidence that we are on the right track.
Our goal is to keep growing, keep investing in our employees, expand the Teleperformance family with new job opportunities and continue to be the industry’s leaders in customer satisfaction and customer experience. At the end of the day, we are a world-leading company thanks to the talent of a multicultural team.
This is why we are “the One”!
What’s your opinion about Lisbon’s growing tech scene? How is it influencing the environment at your company?
In the last decade technological growth in Lisbon has been outstanding, and a reference in all Europe or even in the world. We must be all proud! For a company like Teleperformance that has been growing more than 20% / year in the last years, we have no doubt that this was only possible by the leverage of technological growth in Portugal.
In your opinion, what is the future of tech careers?
Technology has inevitably linked with business, product and clients. The future of technical careers will be focused on balanced professionals in all these disciplines and skills.
Find them at Landing Festival Lisbon on the 28th-29th of June!
