About TP
Teleperformance 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 nearly 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.
Job summary
Reporting to the Global Vice President of Wellbeing, the Global Account Wellness Lead will plan, implement, and manage the complete wellness program for the assigned Trust & Safety account operation, across all global account locations.
This role is responsible for the governance of the wellness program, for the site wellness leaders and third-party counsellors. Collaborating with multiple internal and external stakeholders to create effective strategies that raise awareness, educate, drive employee wellness, enhance mental health and keep people engaged.
Close collaboration will be required with various leaders throughout Teleperformance, including Global Wellness, Operations, HR, Recruitment, Training, and policy, among others. This role is client facing and requires strong vendor management ability.
Main responsibilities
- Ensure the Wellness program and associated Minimum Wellness Standards are implemented in line with the SOP
- Host MBR, QBR, and HBR meetings with internal and external stakeholders and partners.
- Guide the development and management of vendor partnerships to deliver support services as part of the overall wellness program
- Lead and manage the team of Site Wellness Leads and 3rd party Counsellors, conducting regular one-to-one meetings, team meetings, and performance reviews
- Gather and analyze data to measure the effectiveness of program content and initiatives.
- Maintain records, documentation, and reports for all wellness programs
- Conduct monthly Wellness audits and data reviews for each site location to ensure continued compliance with the Minimum Wellness Standards and client requirements
- Manage client reporting requirements
- Manage internal reporting requirements
- Engage with stakeholders to seek feedback for continuous improvement of the wellness program and associated offerings
- Partner with internal departments to ensure the wellness program is integrated into recruitment and onboarding processes
- Collaborate with the global research team on wellness research initiatives.
- Approximately 10% travel required
Competencies & professional background
- Minimum master’s degree in clinical psychology, counselling, or related field
- 2 years of experience in managing Wellness for large & diverse Trust & Safety/Content Moderation teams
- Experience with end-to-end BPO Operations and industry’s best practices
- Previous experience managing vendors
- Strong project management and problem-solving ability
- Team player with the ability to collaborate with multiple internal and external stakeholders (at all levels of the organization)
- Experience in program and project roll-outs and launches
- Previous experience managing a team
- Ability to meet multiple demanding deadlines simultaneously
- Excellent communication and client management skills, presentation abilities and stakeholder management
- Strong organizational and analytical skills
- Proven ability to work independently
- Ability to be flexible and work creatively and analytically in a problem-solving environment.
- Proficiency in MS Office (Word, Excel, PowerPoint) required
- Collaboration and communication
- Information gathering and analysis
- Stakeholder Management
- Problem Solving
- Leadership
- Delivering at pace
