Team Leader - Customer Service

Teleperformance

Lisburn

On-site

GBP 24,000 - 30,000

Full time

14 days+

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Benefits offered by this job

Help@Hand – Savings Discounts

Critical Illness – up to £10,000

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend earns up to £1,200

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress

Job summary

Teleperformance in Newry (Granite Exchange), Northern Ireland, offers a hybrid Customer Service Team Leader role with 50% home working and 50% onsite. Flexible office days are available.

You will lead a team of Client Executives, drive performance, coach and develop staff, and handle client escalations to meet quality, service and satisfaction targets.

Qualifications

At least 6 months experience in Team Management.
Strong communication skills with clients and team.
Ability to manage multiple workflows and timelines.
Proven ability to coach and develop staff.
IT-literate with proficiency in Microsoft Office.

Responsibilities

Coach, develop and provide feedback to your team to ensure ownership and sound decision-making.
Evaluate performance reports (daily, weekly, monthly).
Spend 80% of time coaching and supporting agents, handling escalations and feedback.
Manage performance, attendance and KPIs for the team.
Build relationships with the client, manager and support functions.

Skills

Team Management

Communication

Client communications

Time management

Multitasking

MS Office

Problem solving

Relationship building

Resilience

Tools

MS Office

Job description

Customer Service Team Leader

Location: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

Salary: £27135.99

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.
Evaluate relevant performance reports (day/week/month)
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
Contact Centre 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
Excellent communication skills (oral & written)
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
Eyecare support voucher
Holiday Purchase Scheme
Length of Service Awards
Workplace Pension
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