At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and achieve performance goals.
- Company: Join Vodafone Ireland at Teleperformance, a dynamic and supportive workplace.
- Benefits: Enjoy great perks like discounts, wellbeing resources, and a cycle to work scheme.
- Other info: Hybrid work model with excellent career growth opportunities.
- Why this job: Make a real impact by coaching and developing your team in a fast-paced environment.
- Qualifications: 6 months of team management experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Newry – Granite Exchange Hybrid 50% WFH / 50% Onsite. Onsite requirement as per scheduled rotation.
Hours: Monday to Friday 09:00 – 18:00 & 40 hours per week
Contract: Permanent
Salary: £ Great Benefits
Role 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:
- 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
- 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
- Perks at Work – Savings Discounts / Free Online - Savings Discounts / Podcast / Wellbeing Resources / 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
Team Leader - Customer Service in Newry employer: Teleperformance
At Teleperformance, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters growth and development for our Team Leaders. Located in the vibrant Granite Exchange in Newry, our hybrid working model allows for a balanced approach to work, while our comprehensive benefits package, including wellbeing resources and performance awards, ensures that our employees feel valued and supported in their roles. Join us to lead a motivated team, drive performance, and make a meaningful impact in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Service in Newry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teleperformance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Teleperformance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader - Customer Service in Newry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Teleperformance:Your cover letter is your chance to shine! Tell us why you want to work at Teleperformance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Teleperformance!
How to prepare for a job interview at Teleperformance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
