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- Tasks: Lead and mentor a team of Customer Service Agents to achieve targets.
- Company: Join a dynamic company focused on customer satisfaction and team development.
- Benefits: Enjoy flexible working options and a fun, inclusive work culture.
- Why this job: Be part of a supportive environment that values growth and teamwork.
- Qualifications: Proven leadership skills and experience in managing teams in fast-paced settings.
- Other info: Background checks required; full training provided.
The predicted salary is between 36000 - 60000 £ per year.
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.
You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.
Role overviewManaging a team of Customer Service Specialists, you will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction:
- Coach and support team members through regular 1:1s and reviews to encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently.
- Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks.
- Become a knowledge expert in terms of the client’s products and services, full training provided.
- Proactively participate in and drive engagement initiatives within the wider TP team.
- Create a highly engaging, inclusive, positive and fun work experience for your team.
- Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level.
- Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management.
- Confident in a variety of people management processes, such as absence management, 121’s, performance management and other employment related tasks.
- Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team.
- Used to working in a high volume, fast paced environment and proven ability to multi-task a number of sometimes conflicting priorities via good time management, decision making and organisation skills.
- Customer Service focused and able to manage relationships with stakeholders.
- Consider risk implications in decision making through a good understanding of business activity, opportunity and threats.
- Excellent written and verbal communication skills with an eye for detail, spelling and accuracy.
- Criminal Record Check
- Credit Check
- 3 years referencing history
Team Leader (Back office) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader (Back office)
✨Tip Number 1
Showcase your leadership skills in your conversations. When networking or during interviews, share specific examples of how you've successfully led a team, focusing on the outcomes and improvements achieved under your guidance.
✨Tip Number 2
Familiarise yourself with the company's culture and values. Understanding what makes StudySmarter unique will help you align your approach to team management and customer service with our expectations, making you a more attractive candidate.
✨Tip Number 3
Prepare to discuss your experience with performance management processes. Be ready to explain how you've handled absence management, performance reviews, and employee relations in the past, as these are crucial aspects of the Team Leader role.
✨Tip Number 4
Demonstrate your problem-solving abilities by preparing scenarios where you've successfully navigated challenges in a fast-paced environment. This will highlight your capability to manage multiple workflows and meet KPIs effectively.
We think you need these skills to ace Team Leader (Back office)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in people management and customer service. Use specific examples that demonstrate your ability to lead, motivate, and achieve targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for team leadership and customer service. Mention how your skills align with the role's requirements and provide examples of how you've successfully managed teams in the past.
Showcase Problem-Solving Skills: In your application, include instances where you've effectively solved problems or improved processes within a team. This will highlight your exceptional problem-solving skills, which are crucial for this role.
Proofread Your Application: Before submitting, carefully proofread your application for spelling and grammatical errors. Attention to detail is essential, especially since the role requires excellent written communication skills.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and mentoring experiences.
✨Understand the Company Culture
Research the company's values and culture before the interview. Be ready to discuss how you can contribute to creating a positive and engaging work environment that aligns with their goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle various people management processes. Think of specific scenarios where you've effectively managed performance issues or team dynamics.
✨Demonstrate Customer-Centric Thinking
Since the role focuses on customer satisfaction, be prepared to discuss how you've prioritised customer needs in previous roles. Share examples of how you've driven a customer-centric culture within your team.
