Customer Service Team Lead — People & Performance

TP; Glasgow; On-site; GBP 26,000 - 32,000; Full time

Job summary

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead, coach and develop a team of Customer Service Agents. This on-site role requires 40 hours per week with a focus on achieving qualitative and quantitative targets while complying with client rules.

The ideal candidate will motivate the team, manage performance processes and drive a customer-centric culture to deliver outstanding service and satisfaction.

Qualifications

• Proven people management skills and ability to motivate a team.
• Experience managing multiple workflows to KPIs and quality targets.
• Confident with absence management, 121s and performance processes.
• Excellent written and verbal communication with attention to detail.
• Customer service focus and ability to manage stakeholder relationships.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to hit qualitative and quantitative targets.
• Create a focused, motivating environment to maximise team potential.
• Ensure a customer-centric culture and high customer satisfaction.
• Manage all people processes including absence, 121s, discipline and performance.
• Develop knowledge of client products and services through training.
• Drive engagement initiatives within the wider TP team.
• Foster an inclusive, positive and engaging work experience.

Skills

People management

KPI & quality management

Discipline & performance

Team motivation

Communication

Stakeholder relations

Job description

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead, coach and develop a team of Customer Service Agents. This on-site role requires 40 hours per week with a focus on achieving qualitative and quantitative targets while complying with client rules.

The ideal candidate will motivate the team, manage performance processes and drive a customer-centric culture to deliver outstanding service and satisfaction.