Team Leader - Work From Home

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

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. The successful candidate will be naturally results orientated with exceptional problem-solving skills.

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

O

verview

Managing a team of Customer Service Specialists, you

will 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 to

their 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

Communication

Critical Thinking

Solution Orientation

Stakeholder Management

Data Literacy

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.