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Contact Centre Team Leader

Employer
Teleperformance
Location
Manchester, Greater Manchester
Salary
Up to £22000 per annum
Closing date
22 Sep 2021
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Job Details

Contact Centre Team Leader

Salary: £22,000

Site: Working from home

Shifts: Full-time 40 hours per week, full flexibility between 7am - 8pm Monday to Sunday. Early shift 7am to 4pm and late shift 11am to 8pm, weekend working 1 in 2 but will be either only a Saturday or Sunday

Training Duration: 2 weeks - remote training

Contract: Permanent

Role and Responsibilities

You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them 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. Ideally we will be looking for strong candidates with a good track record of managing performance and who have the ability to work in a high pressured environment and are very much target driven.

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.

  • 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.
  • Begin your day by evaluating the previous day's/week's/ month's performance reports and make decisions for the day ahead based on them.
  • Become an ambassador for Teleperformance and lead by example, demonstrate our values, actively encourages best practice and supports the company in changes to policies and procedures.
  • Actively develop your Advisors through monthly 1-2-1's, quarterly reviews and personal development plans.
  • Identify your top performers and reward/recognise them for their achievements in line with group recognition schemes.
  • Hold meetings with your peer group as required to make real time adjustments based on the day's performance throughout the shift.
  • Utilise all reports available to build your focus for the day, prioritise your actions according to the impact on employees, customers and client satisfaction.
  • Submit relevant reports to the Assistant Call Centre Manager (ACCM) for review.
  • Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations. You'll positively and proactively address all types of performance, attendance and other KPIs.
  • Knowledge expert in terms of the client's products and services (training provided).
  • Proactively participate in engagement initiatives.

The Ideal Candidate

  • Proven people management skills with the ability to lead and motivate a team and act as a role model
  • Experience of working within a contact centre environment
  • Experience working within a similar Technical Customer Service role would be advantageous
  • Demonstrable experience of managing multiple workflows to a set of targeted KPI's
  • Performance and quality management experience
  • Used to working in a high volume, fast paced, ever changing environment
  • Proven ability to multi-task a number of sometimes conflicting priorities
  • Passion for working as part of a team
  • Self-motivated, flexible and able to adapt to changing circumstances
  • Strong customer focus and willingness to promote service excellence within the team
  • Ability to recognise when an issue is escalating and act on this in an appropriate way
  • Excellent written and verbal communication skills, an eye for detail, spelling and accuracy
  • Able to communicate well with staff at all levels
  • Good time management and organisational skills
  • Ability to make the right decisions under pressure
  • A good consistent typing speed
  • Take ownership of situations with positivity and a can-do attitude
  • IT literate and competent using Microsoft office and in house systems

Background Check Requirements:

  • Criminal Record Check
  • Credit Check
  • 3 years referencing history

Company

Each interaction matters. With every interaction, we deliver amazing experience with our colleagues and customers alike. Our mission is to deliver an outstanding customer experience at every single opportunity as a result of our commitment, passion and dedication to excellence. In doing so, we create opportunities and value for our employees, clients, customers, communities and shareholders.

At Teleperformance we’re not all the same, and we make this our greatest strength.

Teleperformance UK were officially certified as a Great Place to Work in September 2020. Followed by attaining #26 UK’s Best Work Places 2021, Super Large organisations.

At TP we have a plethora of Health and wellbeing activities and programmes we offer to our colleagues and we actively encourage everyone to get involved. From supporting Physical Health, Mental Health and Financial Wellness Support for all colleagues.

24/7 365 day online and telephone counselling support through our Employee Assistance Programme.

Access for all employees to our “Interactive Wellness Hub” where you can track your personal goals, create challenges, complete a full assessment on your health as well as gathering hints and tips to stay fit and active.

Be Part of Something BIGGER!

Our unique focus on people is part of Teleperformance’s DNA. Our employees are the key to our success and recognition & reward are fundamental in ensuring our colleagues know they are appreciated.

Communication is Key

Refer & Earn: If you love working for TP and want to tell your friends and family just how amazing it is – you can refer them to our Recruitment Team and earn up to £900 in the process.

Lunch & Learn: An ideal opportunity to learn about other departments, share news updates and what’s been happening in teams over the last few months.

myTP: Our employee engagement mobile application centred around employees' daily TP lives. Enabling you to view relevant information related to your working life, as well as local offers, event information and notices.

All Ideas Matter: Our global initiative that invites our people to be agents of change, delivering transformative ideas that make each interaction simpler, faster and safer.

CCMS: Our Contact Centre Management System integrates data from many systems and departments into a comprehensive view of performance at every level.

Shout Out: Our Teams channel where we encourage all our employees to praise, recognise and simply say thank you to those colleagues and co-workers that are helping them get through this tough time.

Let’s Connect: A one stop shop for all your contact needs.

Celebrating Diversity & Inclusion

At TP having a diverse and inclusive workforce is important to us. We all come in different shapes, sizes, ages, experience and backgrounds, all which make us unique to who we are. We want all our colleagues to embrace their authentic self and be who they want to be, as long as our colleagues are happy then we are happy.

Every month we drive our D&I calendar where we raise awareness, promote unity and celebrate our differences. We drive all these activities through our Engagement team and TP Women programme. Each interaction matters to us and we want our colleagues to feel comfortable which who they are.

CCMS: Our Contact Centre Management System integrates data from many systems and departments into a comprehensive view of performance at every level.

Shout Out: Our Teams channel where we encourage all our employees to praise, recognise and simply say thank you to those colleagues and co-workers that are helping them get through this tough time.

Let’s Connect: A one stop shop for all your contact needs.

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Location
United Kingdom
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