Team Leader

01 Oct 2016
19 Oct 2016
Contract Type
Team Leader Salary Dependant on experience Location Ashby-de-la-Zouch Contract Permanent Hours 37.5 hours per week. Full flexibility required between 7am-10pm Role Overview You will effectively manage the performance of the Customer Service team ensuring that both people and customer centric approaches are adopted at all times. Fully embracing our TOPS process you will work entirely within its guidelines. We are looking for an extremely capable leader and through leading by example, coaching and development can drive the performance of the team in order to surpass performance excellence. Key Tasks/Responsibilities · Commercially aware, hands on, proactive and an engaged Team Leader with a solid background in being able to drive performance and motivate others at both group and individual levels · Experience in effectively operating in an extremely fast paced environment, by being able to demonstrate exceptional leadership skills. · Begin your day by evaluating the prior day/week/month performance reports, which are standard to the project and delivered. · Execute daily tasks focused upon the main goal delivering support, feedback and coaching to the team. Calling meetings with the peer group as required to make real time adjustments based on the day’s performance throughout the shift. · Integrate all reports supplied to build your Daily Game Plan which prioritises your actions according to the impact caused in employees, customer and client satisfaction. · Deliver the Team Leader Daily Checklist at the end of shift with the main events of the day in terms of production and my work environment. · Submit Report’s Packet (Checklist, Game Plan and Agent Observation Form) to the ACCM to be reviewed. · Spend 80% of my time coaching, developing and supporting the agents which includes, interactional monitoring, internal discussions, coaching, escalations/complaint handling. You will use all tools and systems available to give support. · Motivating the team members to perform at a consistently high level, through providing regular feedback and setting clear expectations. You will positively and proactively address all manners of performance, attendance and other KPIs. · Use monthly balance scorecards, quarterly performance reviews and annual salary reviews to set expectations and support great performance within the team. · Create a high performing and engaged culture, ensuring that the team members consistently display the right attitudes, behaviours and capabilities. · Proactively participate in daily work efforts of the team including all manner of engagement initiatives. · Act as a role model by managing my own attitudes, behaviours, and performance effectively, whilst consistently demonstrating the Teleperformance values, always taking a practical and common sense approach. · Naturally engaging in a professional and adult conversational manner with the team members and can effectively handle difficult conversations and potential conflict situations as required. · Knowledge expert in terms of the client’s products and services. · Promoting the team building and form good working relationships with key groups such as the client, manager, peer group, team members and all other support functions within Teleperformance. · Challenge unacceptable behaviours in an adult and professional manner. What are we looking for? · Commercially aware and understand the contractual elements of the campaign, all of which are included in the decision making processes. · Understanding the direct and indirect impact of poor performance, attrition and absence within the team and therefore able to strive for excellence in these regards. · Participate in and roll out engagement activities to ensure the team are motivated, always leading by example. · Consistently strive to exceed internal and external customer expectations. · An analytical thinker and have excellent communication and interpersonal skills. · The ability to plan and prioritise your workload, balancing initiatives and BAU requirements. · Computer literate and have a working knowledge of Microsoft Office applications. · Natural leader who acts decisively and who shows resilience. · Adaptive and can effectively implement change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner. Who are we? Teleperformance UK offer a diverse range of contact centre solutions, consultancy and project work. Teleperformance operates on a global level with 271 centres across 62 countries. In the UK we have a combined workforce of over 9000 people operating from 15 locations and a number of in-sourced sites across Scotland, England and Northern Ireland. We are experts in the call centre services industry and focus entirely on what we do best. We add value to our client’s service by delivering creative solutions to meet all of their contact centre needs. We do this through the effective recruitment and development of our people and operate some of the most innovative people management practices in the industry. Winning a number of prestigious industry awards is testament to this. These include Employer of the Year at the Orange National Business Awards for the UK. This job was originally posted as