Team Leader - Work From Home

TP; Glasgow; On-site; GBP 22,000 - 26,000; Full time

Job summary

Teleperformance in Glasgow is seeking a Team Leader to manage and develop a team of Customer Service Agents, ensuring targets are met and procedures followed. The role is on-site at Cuprum, Glasgow, offering a full-time permanent contract and a salary of £24,784.50.

You will lead by example, coaching your team to achieve qualitative and quantitative targets, while maintaining strict compliance with client rules and procedures.

Qualifications

• Proven people management skills with the ability to lead and motivate a team.
• Experience in achieving KPI targets and quality management.
• Knowledge of absence management, 1:1s, and performance reviews.
• Strong communication and problem-solving abilities.

Responsibilities

• Lead, coach and mentor Customer Service Agents to meet qualitative and quantitative targets.
• Ensure compliance with business and client rules and procedures.
• Create a focused environment with a motivational culture to maximise potential.
• Manage absence, 121s, disciplinary, capability & grievance procedures and performance processes.

Skills

People management

KPI management

Communication

Emotional intelligence

Stakeholder management

Data literacy

Problem solving

Team leadership

Change management

Job description

The Role

You will be responsible for leading, coaching, developing and 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.

Team Leader

Location: Cuprum,Glasgow On Site only Contract: Full-Time, Permanent
Salary £24784.50 Hours: 37.5 hours per week

The Role

You will be responsible for leading, coaching, developing and 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 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 and high levels of customer satisfaction:
• Coach and support team members through regular 1:1s and reviews toencourage people torealisetheir potential and to own and achieve their performance, quality and customer outcomes consistently
• Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and 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
• Proactively participate in and drive engagement initiatives within the wider TP team.
• Create a highly engaging, inclusive, positive and 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, performance management and 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 paced environment and proven ability to multi-task a number of sometimes conflicting priorities via good time management, decision making and 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, opportunity and threats
• Excellent written and verbal communication skills with an eye for detail, spelling and 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’s likely you will have spoken to us at some point. We have sites in over 50 countries and 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 we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’s what we call ourselves. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed 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