Hybrid Customer Service Team Leader - Coaching & Growth

Teleperformance Ltd; Newry; Hybrid; GBP 28,000 - 39,000; Full time

Benefits offered by this job

Great Benefits

Internal career progression

Cycle to Work

Holiday Purchase Scheme

Refer-A-Friend bonus

Job summary

Teleperformance Ltd in Newry, Northern Ireland, seeks a Customer Service Team Leader for a hybrid role with 50% remote work. You will lead a team of Client Executives, manage performance, and drive service levels while coordinating with the client and internal support functions. Flexibility and a proactive approach are essential to success.

The role focuses on coaching, developing staff, and maintaining high standards of customer care across multiple workflows in a fast-paced environment.

Qualifications

• At least 6 months experience in Team Management.
• Commercially aware, proactive and engaged with leading others.
• Proven ability to communicate and manage client comms.
• Knowledge of corporate care systems such as UFE, CRM and billing/reporting platforms.

Responsibilities

• Coach, develop and provide feedback to your team to ensure ownership and effective judgement.
• Spend 80% of your time coaching and supporting agents including monitoring, discussions and escalations.
• Manage performance, attendance and KPIs.
• Lead by example, uphold Teleperformance values and handle difficult conversations.
• Become a knowledge expert on the client’s products and services.

Skills

Team management

Coaching and development

Communication

Time management

Problem solving

Resilience

IT literacy

Tools

CRM

UFE

Billing platforms

Microsoft Office

Job description

Teleperformance Ltd in Newry, Northern Ireland, seeks a Customer Service Team Leader for a hybrid role with 50% remote work. You will lead a team of Client Executives, manage performance, and drive service levels while coordinating with the client and internal support functions. Flexibility and a proactive approach are essential to success.

The role focuses on coaching, developing staff, and maintaining high standards of customer care across multiple workflows in a fast-paced environment.