Team Leader

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

Job summary

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead and coach a team of Customer Service Specialists on-site in the city centre. The role is full-time, permanent, with 40 hours per week and a salary of £29,000.

You will be responsible for developing and mentoring your team to meet qualitative and quantitative targets, while ensuring compliance with client rules and procedures. The role emphasizes a customer-centric culture and staff development for high achievement.

Qualifications

• Proven people management skills with the ability to lead and motivate a team
• Experience in coaching and developing team members to meet targets
• Confident in a range of people management processes including absence, 1:1s and performance management
• Passion for teamwork and engaging, positive work culture
• Experience in a high-volume, fast-paced environment with multi-tasking
• Customer-service focus with strong stakeholder relationship skills
• Good written and verbal communication with attention to detail

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to achieve qualitative and quantitative targets
• Create a focused, motivating culture to maximise team potential
• Manage all people processes in line with policy (absence, 1:1s, disciplinary, capability) and employee relations
• Develop a customer-centric culture to deliver high customer satisfaction
• Provide regular coaching and performance reviews to help staff realise potential and improve outcomes

Skills

People management

Coaching

Team leadership

Performance management

Customer service focus

Communication skills

Stakeholder management

Job description

Overview

Team Leader - Customer Service

Location: Glasgow City Centre - on-site role

Contract: full-time & permanent

Hours: 40 hours per week, flexibility required

Salary: £29,000

The Role

You willbe responsible forleading, coaching,developingand mentoring a team of Customer Service Agents, enablingthem to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures.

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.

Role Overview

• Managing a team of Customer Service Specialists, youwill do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.

• Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer andhigh levelsof customer satisfaction:

• Coach and support teammembersthroughregular 1:1s and reviews toencourage people torealisetheir potential and to own and achieve their performance,qualityand customer outcomes consistently

• Maintain effective control of all aspects of people management processesincluding:absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performancemanagementand all other employment related issues ensuring they are managed in line with policy frameworks

• Become a knowledge expert in terms of the client’s products and services, full training provided

• Proactivelyparticipatein and drive engagement initiatives within the wider TP team.

• Create a highly engaging, inclusive,positiveand fun work experience for your team.

The Ideal Candidate

• Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level

• Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management

• Confident in a variety of people management processes, such as absence management, 121’s, performancemanagementand other employment related tasks

• Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team

• Used to working in a high volume, fast pacedenvironmentand proven ability to multi-taska number ofsometimes conflicting prioritiesviagood timemanagement, decisionmakingand organisation skills

• Customer Service focused and able to manage relationships with stakeholders

• Consider risk implications in decision making through a good understanding of business activity,opportunityand threats

• Excellent written and verbal communication skills with an eye for detail,spellingand accuracy

Core Skills

• Process Excellence




• Project & Change Management




• Collaboration




• Communication




• Emotional Intelligence




• Critical Thinking




• Solution Orientation




• Stakeholder Management




• Commercial Awareness




• Data Literacy




• Al Proficiency




• Entrepreneurship




• Open-Mindedness

Who are we?

While you may not have heard of us,it’slikely you will have spoken to us at some point. We have sites in over 50countriesand we talk to customers in more than 66 different languages and dialects on behalf of major international companies.We’re really proud to say we are the biggest in the world.Impressive, right?

In the UK weoperateout of multiple locations andprovidea diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’swhat we call ourselves.Whetheryou’reworking in one of our locations, or from a clients’ own centre or even based in one of ourInternationalcontact centres, Teleperformance can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in ourmarketand it is also what helps our clients to achieve what once mayhaveseemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.

Background Check Requirements:

• Criminal Record Check




• Credit Check




• 3 years referencing history