Customer Service Team Leader: Inspire, Coach, Achieve

Teleperformance Ltd; Glasgow; Remote; GBP 42,000 - 54,000; Full time

Job summary

Teleperformance Ltd in the United Kingdom seeks a seasoned Team Leader to manage a team of Customer Service Specialists. You will lead, coach and mentor to achieve quality and service targets while ensuring compliance with client rules and procedures.

You will foster a customer-centric culture, drive engagement and ensure high levels of customer satisfaction through effective leadership and people management.

Qualifications

• Proven people management skills and ability to lead and motivate a team
• Experience managing multiple workflows to KPIs and quality targets
• Familiar with absence management, 1:1s, disciplinary and performance management processes
• Strong communication and interpersonal skills to engage and motivate the team
• Able to handle high-volume, fast-paced environments and juggle priorities effectively

Responsibilities

• Lead, coach, develop and mentor a team of Customer Service Agents to meet qualitative and quantitative targets
• Create a focused environment with a motivational culture to maximise potential
• Develop a customer-centric culture focused on delivering high customer satisfaction
• Conduct regular 1:1s and reviews to support performance and development
• Oversee people management processes including absence, disciplinary and performance management
• Become a knowledge expert on client products and services with full training provided
• Participate in and drive engagement initiatives within the wider Teleperformance team
• Create an engaging, inclusive and positive work experience for the team

Skills

People management

KPI management

Quality management

Coaching

Job description

Teleperformance Ltd in the United Kingdom seeks a seasoned Team Leader to manage a team of Customer Service Specialists. You will lead, coach and mentor to achieve quality and service targets while ensuring compliance with client rules and procedures.

You will foster a customer-centric culture, drive engagement and ensure high levels of customer satisfaction through effective leadership and people management.