Delivery Manager, Teleperformance (Americas & EMEA)

Dyson
Amsterdam
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Problem-solving","Collaboration","Continuous improvement"]

Oversee the day-to-day performance of one or more outsourced customer service sites delivered by Teleperformance across the Americas and EMEA. Own delivery against KPIs and SLAs by monitoring real-time metrics and operational risks, ensuring consistent Dyson customer experience standards across markets and channels. Partner with site leaders and frontline teams to build accountability, improve agent performance through process/tool/training rollouts, run site reviews, and escalate issues for timely resolution.

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Dyson
Dyson
1 month ago

Delivery Manager, Teleperformance (Americas & EMEA)

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Last checked: 40 days agoStatus: Live

Job Summary

Oversee the day-to-day performance of one or more outsourced customer service sites delivered by Teleperformance across the Americas and EMEA. Own delivery against KPIs and SLAs by monitoring real-time metrics and operational risks, ensuring consistent Dyson customer experience standards across markets and channels. Partner with site leaders and frontline teams to build accountability, improve agent performance through process/tool/training rollouts, run site reviews, and escalate issues for timely resolution.
Location: Amsterdam
Workplace: Onsite
Employment Type: Full time · 12 months
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage daily performance across assigned Teleperformance site(s) to deliver against agreed KPIs and SLAs.
  • •Monitor real-time metrics, trends, and operational risks, taking early action to protect service levels and customer outcomes.
  • •Ensure operational consistency and adherence to Dyson customer experience expectations across markets and channels.
  • •Partner with Teleperformance leadership and frontline teams to build accountability, pace, and shared ownership of performance.
  • •Support rollout of new processes, tools, and training, lead site reviews and improvement actions, and escalate local customer experience issues to the right teams.

Key Requirements

  • •Experience managing or supporting outsourced customer service operations, ideally across multiple sites, markets, or regions.
  • •Strong understanding of contact centre performance metrics and operational levers, including CSAT, AHT, FCR, and SLA management.
  • •Proven ability to collaborate with external partners and internal stakeholders to drive shared outcomes.
  • •Detail-led, proactive problem solving focused on performance optimisation and continuous improvement.
  • •Clear communication skills with the confidence to influence across levels, functions, and cultures.
Experience:Contact centerOutsourced customer service
Skills:CommunicationProblem-solvingCollaborationContinuous improvement

Company Brief

Dyson
Designs and manufactures innovative home appliances including vacuum cleaners, air purifiers, hand dryers, hair care products, and heaters using advanced engineering and proprietary technologies focused on performance and design.
Industry: Home Appliances
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Bootstrapped
Headquarters: Malmesbury, United Kingdom
Founded: 1991
WebsiteLinkedIn