Team Leader, Management

Team Leader

Location:

Cuprum,Glasgow On Site only

Contract:

Full-Time, Permanent Salary £24784.50

Hours:

37.5 hours per week

The Role:

You willbe 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 O verview 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 andhigh levelsof customer satisfaction:
Coach and support teammembersthroughregular 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, 121s, disciplinary, capability & grievance procedures, employee relations, performancemanagementand all other employment related issues ensuring they are managed in line with policy frameworks Become a knowledge expert in terms of the clients products and services, full training provided Proactivelyparticipatein 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 KPIs and quality management Confident in a variety of people management processes, such as absence management, 121s, performancemanagementand 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 pacedenvironmentand proven ability to multi-taska number ofsometimes conflicting priorities?viagood

time management, decisionmakingand 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 Core Skills Process Excellence Project & Change Management Collaboration Communication Emotional Intelligence Critical Thinking Solution Orientation Stakeholder Management Commercial Awareness Data Literacy Al Proficiency Entrepreneurship Open-Mindedness Who are we?

While you may not have heard of us,itslikely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies.

Were really proud to say we are the biggest in the world.

Impressive, right? In the UK weoperateout of multiple locations andprovidea diverse range of contact centre solutions. You could call us experts in the call centre services industryitswhat we call ourselves. Whetheryoureworking in one of our locations, or from a clients own centre or even based in one of our Internationalcontact centres, Teleperformance can really offer you a world of opportunities. Our passion is what led us to achieve the number 1 spot in our marketand it is also what helps our clients to achieve what once mayhaveseemed impossible;

delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence. Background Check Requirements:
Criminal Record Check Credit Check 3 years referencing history