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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.
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) (Sunderland) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader (Back office) (Sunderland)
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Team Leader in a back office setting. Understand how to effectively lead and motivate a team, as well as the importance of creating a positive work culture. This knowledge will help you demonstrate your suitability for the role during any discussions.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully managed challenges in previous roles. Be ready to discuss specific situations where you led a team to achieve targets or improved performance, as this will resonate well with the hiring managers.
✨Tip Number 3
Engage with current employees or alumni from StudySmarter to gain insights into the company culture and expectations for the Team Leader role. This can provide you with valuable information that you can use to tailor your approach and demonstrate your fit for the team.
✨Tip Number 4
Prepare to discuss your experience with people management processes, such as performance reviews and absence management. Being able to articulate your understanding and experience in these areas will show that you're ready to take on the responsibilities of the role.
We think you need these skills to ace Team Leader (Back office) (Sunderland)
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 Experience: When detailing your work history, focus on roles where you managed multiple workflows and met KPIs. Emphasise your experience with performance management processes and your ability to handle various employment-related tasks.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly conveys your ideas. Consider including a brief example of how you've effectively communicated with stakeholders in previous positions.
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 previously prioritised customer needs and how you would instil a customer-centric culture within your team.
