Job Overview

As a Team Leader, you’ll manage the performance of a team of Customer Service Agents and work as part of a team to coordinate productivity and achieve expected standards for our client. You’ll be responsible for leading, coaching, developing and mentoring your team, enabling them to succeed against qualitative and quantitative targets and maintain high performance levels, whilst ensuring full compliance to all business and client rules and procedures.   The successful candidate will naturally be results orientated and be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.

 Key Responsibilities

• Experience of effectively operating in a fast-paced environment while demonstrating exceptional leadership skills.
• Evaluate relevant performance reports (day/week/month).
• Deliver support, feedback and coaching to the team.
• Produce and review all relevant reports associated with the role before passing to your Assistant Call Centre Manager (ACCM).
• Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations.
• Positively and proactively manage all performance, attendance and Key Performance Indicators.
• Create a high performing and engaged culture, ensuring that the team members consistently display the right attitudes, behaviours and capabilities.
• Demonstrate the behaviours of a role model by managing your own attitudes, behaviours, and performance effectively, whilst consistently demonstrating the Teleperformance values.
• Effectively handle difficult conversations and potential conflict situations as required.
• Become a knowledge expert in terms of the client’s products and services.
• Form great working relationships with key groups such as the client, manager, peer group and all support functions within Teleperformance.
• Comply with the company’s policies and practices
• Update your knowledge through the associated guidelines and procedures
• Manage databases, tools, applications and operating systems.

 Candidate Requirements

We are looking for the following skills and attributes:

• Commercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levels
• Strong communication skills, verbal and written with the ability to show accuracy and attention to detail
• Problem solving and ability to make the right decisions under pressure
• Good time management and organisational skills
• Strong customer focus and willingness to promote service excellence within the team
• Able to take ownership of situations with a positive, can-do attitude
• Able to work within a fast paced, engaging environment
• Ability to relate to others in a positive manner and build strong working relationships at all levels
• Self-motivated, flexible and able to adapt to changing circumstances and priorities
• Proven experience of working to targets and driving performance
• Experience of managing company processes and policies including Absence, Disciplinary, etc.
• IT literate and competent using Microsoft office

Minimum Skills

• Process Excellence
• Collaboration 
• Communication 
• Emotional Intelligence 
• Open-Mindedness 
• Critical Thinking 
• Solution Orientation 
• Entrepreneurship
• AI Proficiency
• Data Literacy

Due to the nature of the role all candidates must have

• Digital ID Check
• Right to Work
• Criminal Check
• Credit Check
• Sanctions Check
• CIFAS Check
• Evidence of all addresses lived at in the last 5 years
• 2 Year Employment history.