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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 a positive work culture with opportunities for growth and engagement initiatives.
- Why this job: Be part of a fun, inclusive environment that values your leadership skills and personal growth.
- Qualifications: Proven people management experience and strong communication skills are essential.
- Other info: Office-based role in Glasgow with no travel required.
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 overview:
- Managing a team of Customer Service Specialists, ensuring a positive, productive and engaging team culture.
- Lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
- 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
Familiarise yourself with the key performance indicators (KPIs) relevant to the Team Leader role. Understanding these metrics will help you demonstrate your ability to manage and motivate a team effectively during interviews.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've successfully coached and developed team members in the past. Be ready to discuss specific situations where your guidance led to improved performance or morale.
✨Tip Number 3
Research StudySmarter's company culture and values. Being able to articulate how your personal values align with ours can set you apart as a candidate who is not only qualified but also a great fit for our team.
✨Tip Number 4
Prepare to discuss your experience in managing multiple workflows and how you prioritise tasks in a fast-paced environment. This will demonstrate your organisational skills and ability to handle conflicting priorities 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 people management skills and experience in leading teams. Use specific examples that demonstrate your ability to motivate and coach others, as well as your success in achieving targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and team leadership. Mention how you can create a positive and engaging work environment, and provide examples of how you've successfully managed teams in the past.
Highlight Relevant Skills: Emphasise your problem-solving abilities and experience with performance management processes. Make sure to mention your communication skills and how they have helped you engage and motivate your team.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Attention to detail is crucial, especially in a role that requires excellent written communication skills.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
Be prepared to discuss your previous experience in leading teams. Highlight specific examples where you successfully motivated and developed team members, as this role heavily relies on effective people management.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare scenarios where you faced challenges in a team setting and explain how you resolved them while maintaining team morale and performance.
✨Understand the Company Culture
Research the company’s values and culture. Be ready to explain how you would contribute to creating a positive and engaging work environment, as this is crucial for the role of Team Leader.
✨Prepare for KPI Discussions
Familiarise yourself with key performance indicators relevant to customer service teams. Be ready to discuss how you have managed workflows to meet targets in the past and how you plan to do so in this role.
