Overview

Team Leader

Location: Newry (Granite Exchange) Northern Ireland
Hybrid: 50% WFH / 50% Onsite. We're flexible on the days you choose to come to the office.
Hours: Monday to Friday 09:00 – 18:00 & 40 hours per week
Contract: Permanent
Salary: £27,135.99

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, behaviors, 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