Customer Service Team Lead - Inspire, Coach & Drive Excellence

Teleperformance SE; Ridgacre; Presencial; GBP 45.000 - 65.000; Jornada completa

Descripción de la vacante

Teleperformance SE in the United Kingdom is seeking an experienced Customer Service Team Leader to inspire and manage a busy team delivering service for a UK banking client. You will coach, develop and mentor Agents to achieve qualitative and quantitative targets while ensuring full compliance with client rules and procedures.

You will foster a customer-centric culture focused on NPS, AHT and operational efficiency, conduct regular 1:1s, oversee performance reviews, and handle absence and

Responsabilidades

• Lead, coach, develop and mentor a team of Customer Service Agents for a UK banking client to achieve qualitative and quantitative targets while adhering to client rules and procedures.
• Create and maintain a focused, motivational culture to maximise team potential and performance.
• Manage a team of Customer Service Specialists to deliver highly quality service, meeting operational targets and KPIs.
• Foster a customer-centric culture with emphasis on NPS, FPOC, CCTR and AHT, driving customer satisfaction.
• Conduct regular 1:1s and performance reviews to develop individuals and improve outcomes.
• Oversee absence management, 121s, disciplinary, capability and grievance processes in line with policy.
• Become a knowledge expert on the client's products and services; training will be provided.
• Engage proactively with the wider Teleperformance team to drive engagement initiatives.
• Create an engaging, inclusive and positive work experience, applying proven engagement practices.
• Demonstrate the ability to manage multiple workflows to KPI targets and quality standards.
• Consider risk in decision making with a solid understanding of business activity, opportunities and threats.
• Banking experience is desirable but not essential.

Descripción del empleo

Teleperformance SE in the United Kingdom is seeking an experienced Customer Service Team Leader to inspire and manage a busy team delivering service for a UK banking client. You will coach, develop and mentor Agents to achieve qualitative and quantitative targets while ensuring full compliance with client rules and procedures.

You will foster a customer-centric culture focused on NPS, AHT and operational efficiency, conduct regular 1:1s, oversee performance reviews, and handle absence and