Overview
As a 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:
1. Ability to operate effectively in a fast-paced environment with constantly changing priorities
2. 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.
3. Evaluate relevant performance reports (day/week/month)
4. Spend 80% of your time coaching, developing, and supporting the agents which includes, interactional monitoring, internal discussions, coaching, escalations/complaint handling
5. Positively and proactively manage all performance, attendance, and Key Performance Indicators
6. Act as a role model by managing your own attitudes, behaviours, and performance effectively, whilst consistently demonstrating the Teleperformance values
7. Effectively handle difficult conversations and potential conflict situations as required.
8. Become a knowledge expert in terms of the client’s products and services
9. Form great working relationships with key groups such as the client, manager, peer group and all support functions within Teleperformance
10. Comply with the Company’s policies and practices
11. Update your knowledge through the associated guidelines and procedures
12. Manage databases, tools, applications, and operating systems
13. 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
14. Proven ability to communicate and manage client comms
Candidate Requirements
We are looking for the following skills and attributes:
15. Commercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levels
16. Proven ability to communicate and manage client comms
17. Knowledge of Corporate care systems such as UFE, CRM and billing / reporting platforms.
18. Proven track record of time management skills
19. Demonstrable experience of managing multiple workflows
20. Strong verbal and written skills with the ability to show accuracy and attention to detail
21. Problem solving and strong communications skills
22. Professional and friendly personality
23. Customer Service experience
24. Contact Centre experience
25. Proven experience of managing teams and achieving targets
26. High levels of resilience and patience
27. Able to take ownership of situations with a positive, can-do attitude
28. Able to work within a fast paced, engaging environment
29. Excellent communication skills (oral & written)
30. Ability to relate to others in a positive manner and build strong working relationships.
31. Able to manage priorities and multiple demands while displaying resilience.
32. Proven experience of working to targets and driving performance
33. IT literate and competent using Microsoft office