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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

Newry (Granite Exchange) Northern Ireland

Hybrid 50% WFH / 50% Onsite. We're flexible on the days you chose to come to the office.

Hours:

Monday to Friday 09:00 –

18:00

&

40

hours per week

Contract

:

Permanent

Great Benefits including internal career progression

Role Overview

As a Customer Service Team Leader at Teleperformance, you’ll manage the performance of a team of

Client Executives

and work as part of a team to coordinate productivity and achieve expected standards for our client.

Lead from the front to support and manage Corporate customer escalations.The Team Leader is directly responsible for agent performance and development within their team. They will be expected to manage and develop a team of

agents to meet and exceed key performance metrics, quality, customer and client satisfaction, and any other performance area as defined. They will achieve this by leading, motivating, inspiring, and managing team and individual performance and engagement on a regular basis, and providing all reasonable support and encouragement as required.

Duties:

Ability to operate effectively in a fast-paced environment with constantly changing priorities

Coach, develop and provide feedback to your team to ensure they take ownership and effectively use their judgement when making decisions in line with business goals.

Spend 80% of your time coaching, developing and supporting the agents which includes, interaction monitoring, internal discussions, coaching, escalations/complaint handling

Positively and proactively manage all performance, attendance and Key Performance Indicators

Act as 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

Become an ambassador for Teleperformance and lead by example, demonstrate our values, actively encourage best practice and support the company in changes to policies and procedures

Proven ability to communicate and manage client comms

Candidate Requirements

We are looking for the following skills and attributes:

At least 6 months experience in Team Management

Commercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levels

Proven ability to communicate and manage client comms

Knowledge of Corporate care systems such as UFE, CRM and billing / reporting platforms.

Proven track record of time management skills

Demonstrable experience of managing multiple workflows

Strong verbal and written skills with the ability to show accuracy and attention to detail

Problem solving and strong communications skills

Professional and friendly personality

Customer Service experience

Proven experience of managing teams and achieving targets

High levels of resilience and patience

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.

Able to manage priorities and multiple demands while displaying resilience.

Proven experience of working to targets and driving performance

IT literate and competent using Microsoft office

What you get from us

Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice

Critical Illness – up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards – For the best of the best

Refer-A-Friend earns up to £1,200 for you

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress – Here to support TP journey