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- Tasks: Lead and mentor a team of Customer Service Agents to achieve targets.
- Company: Join a dynamic team in Glasgow focused on customer satisfaction.
- Benefits: Enjoy a positive work culture with opportunities for personal growth.
- Why this job: Be a key player in creating an engaging and fun work environment.
- Qualifications: Proven leadership skills and experience in managing teams required.
- Other info: Full training provided; must pass background checks.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Team Leader
Department: TBC
Management Responsibility for: 18 Specialist
Travel Required: N/A
Reports to: ACCM
Location: Glasgow Cuprum (Office Based)
Contract Type: Permanent
Grade: TL (Grade TBC)
The Role:
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 overview
- Managing 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.
The Ideal Candidate
- 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
Background Check Requirements:
- 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 by preparing examples of how you've successfully managed and motivated teams in the past. Think about specific situations where you helped team members achieve their goals.
✨Tip Number 2
Familiarize yourself with customer service best practices and be ready to discuss how you would implement these in a back office setting. Highlight any experience you have with KPIs and quality management.
✨Tip Number 3
Prepare to demonstrate your problem-solving abilities. Think of examples where you faced challenges in a fast-paced environment and how you effectively resolved them while maintaining team morale.
✨Tip Number 4
Research the company culture and values. Be ready to discuss how you can contribute to creating a positive and engaging work environment for your team, aligning with the company's focus on customer satisfaction.
We think you need these skills to ace Team Leader (Back office)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Team Leader position. Understand the key responsibilities and required skills, so you can tailor your application to highlight your relevant experience.
Highlight Leadership Experience: In your CV and cover letter, emphasize your proven people management skills. Provide specific examples of how you've successfully led and motivated teams in the past, focusing on results and outcomes.
Showcase Problem-Solving Skills: Demonstrate your exceptional problem-solving abilities by including examples of challenges you've faced in previous roles and how you overcame them. This will show that you can handle the fast-paced environment mentioned in the job description.
Tailor Your Communication: Ensure that your written communication is clear, concise, and free of errors. Given the emphasis on excellent written and verbal communication skills, pay attention to detail in your application materials.
How to prepare for a job interview at Teleperformance
✨Show Your Leadership Skills
Be prepared to discuss your previous experience in leading teams. Share specific examples of how you've motivated and developed team members, and how you created a positive work environment.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare to share instances where you've successfully navigated challenges or conflicts within a team, highlighting your approach and the outcomes.
✨Know the Business and Client Rules
Familiarize yourself with the company's products and services, as well as any relevant policies. This knowledge will help you answer questions confidently and show your commitment to compliance and quality.
✨Engage with the Interviewers
During the interview, engage actively with your interviewers. Ask insightful questions about the team culture and engagement initiatives, demonstrating your interest in creating a motivating environment for your future team.
