Team Leader - Customer Service

Customer Service Team Leader Location:  Newry (Granite Exchange) Northern Ireland  Hybrid 50% WFH / 50% Onsite. We're flexible on the days you chose to come to the office.Hours:  Monday to Friday 09:00 – 18:00 & 40 hours per week   Contract: PermanentSalary: £ Great Benefits including internal career progression             Role OverviewAs a Customer Service 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 prioritiesCoach, 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 handlingPositively and proactively manage all performance, attendance and Key Performance IndicatorsAct as a role model by managing your own attitudes, behaviours and performance effectively, whilst consistently demonstrating the Teleperformance valuesEffectively handle difficult conversations and potential conflict situations as required.Become a knowledge expert in terms of the client’s products and servicesForm great working relationships with key groups such as the client, manager, peer group and all support functions within TeleperformanceComply with the Company’s policies and practicesUpdate your knowledge through the associated guidelines and proceduresManage databases, tools, applications and operating systemsBecome an ambassador for Teleperformance and lead by example, demonstrate our values, actively encourage best practice and support the company in changes to policies and proceduresProven ability to communicate and manage client commsCandidate RequirementsWe are looking for the following skills and attributes:At least 6 months experience in Team ManagementCommercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levelsProven ability to communicate and manage client commsKnowledge of Corporate care systems such as UFE, CRM and billing / reporting platforms.Proven track record of time management skillsDemonstrable experience of managing multiple workflowsStrong verbal and written skills with the ability to show accuracy and attention to detailProblem solving and strong communications skillsProfessional and friendly personalityCustomer Service experienceContact Centre experienceProven experience of managing teams and achieving targetsHigh levels of resilience and patienceAble to take ownership of situations with a positive, can-do attitudeAble to work within a fast paced, engaging environmentExcellent 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 performanceIT literate and competent using Microsoft office What you get from us  - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal AdviceCritical Illness – up to £10,000Cycle to Work SchemeEyecare support voucherHoliday Purchase SchemeLength of Service AwardsWorkplace PensionMonthly Inspire Awards – For the best of the bestRefer-A-Friend earns up to £1,200 for youMonthly Wellbeing WebinarsDedicated Employee Experience Progress – Here to support TP journey  #LI-CW1