Team Leader - Customer Service

Overview

Customer Service Team Leader

Location: Newry (Granite Exchange) Northern Ireland Hybrid 50% WFH / 50% Onsite. We're flexible on the days you chose to come to the office.

Hours: Monday to Friday 09:00 - 18:00 & 40 hours per week

Contract: Permanent

Salary: £27135.99

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, behaviours 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

Candidate Requirements

We are looking for the following skills and attributes:

• At least 6 months experience in Team Management

• Commercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levels

• Proven ability to communicate and manage client comms

• Knowledge of Corporate care systems such as UFE, CRM and billing / reporting platforms.

• Proven track record of time management skills

• Demonstrable experience of managing multiple workflows

• Strong verbal and written skills with the ability to show accuracy and attention to detail

• Problem solving and strong communications skills

• Professional and friendly personality

• Customer Service experience

• Contact Centre experience

• Proven experience of managing teams and achieving targets

• High levels of resilience and patience

• Able to take ownership of situations with a positive, can-do attitude

• Able to work within a fast paced, engaging environment

• Excellent communication skills (oral & written)

• Ability to relate to others in a positive manner and build strong working relationships.

• Able to manage priorities and multiple demands while displaying resilience.

• Proven experience of working to targets and driving performance

• IT literate and competent using Microsoft office

What you get from us

• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice

• Critical Illness - up to £10,000

• Cycle to Work Scheme

• Eyecare support voucher

• Holiday Purchase Scheme

• Length of Service Awards

• Workplace Pension

• Monthly Inspire Awards - For the best of the best

• Refer-A-Friend earns up to £1,200 for you

• Monthly Wellbeing Webinars

• Dedicated Employee Experience Progress - Here to support TP journey