Team Leader - Work From Home

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

Job summary

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead, coach and develop a team of Customer Service Agents. This on-site role requires 40 hours per week with a focus on achieving qualitative and quantitative targets while complying with client rules.

The ideal candidate will motivate the team, manage performance processes and drive a customer-centric culture to deliver outstanding service and satisfaction.

Qualifications

• Proven people management skills and ability to motivate a team.
• Experience managing multiple workflows to KPIs and quality targets.
• Confident with absence management, 121s and performance processes.
• Excellent written and verbal communication with attention to detail.
• Customer service focus and ability to manage stakeholder relationships.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to hit qualitative and quantitative targets.
• Create a focused, motivating environment to maximise team potential.
• Ensure a customer-centric culture and high customer satisfaction.
• Manage all people processes including absence, 121s, discipline and performance.
• Develop knowledge of client products and services through training.
• Drive engagement initiatives within the wider TP team.
• Foster an inclusive, positive and engaging work experience.

Skills

People management

KPI & quality management

Discipline & performance

Team motivation

Communication

Stakeholder relations

Job description

Team Leader - Customer Service

on-site role

Location: Glasgow City Centre - on-site role

Contract: full-time & permanent

Hours:40 hours per week, flexibility required

Salary: £29,000

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 prioritiesvia 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