Job Description

Overview:

Job Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications:

Qualifications and Experience

Matric/ Equivalent Minimum of 6 months + tenure with Teleperformance as a current Team Leader - Essential Customer Service experience Able to work on shift rotations & Able to work a varying schedule Knowledge of e-mail application utilized by Supplier (Google and Windows Tools) Has basic knowledge of Office Applications and used a desktop computer system before Ability to navigate between multiple windows Ability to launch and close applications Ability to navigate within folder system Ability to navigate within web-based applications

Responsibilities:

Main Responsibilities (but not limited to)

You should begin your day by evaluating the prior day/week/month performance reports Ensuring any agents with performance issues have been followed up with and tracked. Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers Establishing priorities for the day and reviewing the execution of any process-level plans. You'll call meetings throughout the day as required to make real time adjustments based on the day's performance throughout the shift. Utilizing time on a daily basis to facilitate Agent development while maintaining the "80/20" rule. By observing agents you'll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You'll ensure all key performance indicators are consistently met and exceeded. You actively develop your agents through talent management, monthly 1-2-1's, Quarterly Reviews and personal development plans.

Skills & Attributes

Customer service skilled The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations. Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure Team leadership and people development Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives Good project management skills and experience Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations Superior judgment, diplomacy and tact Demonstrated ability to drive process changes and improvements Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners). Goal driven, target orientated, able to step back and look at the bigger picture. Experience in writing documentation and standard operating procedures Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills. Ability to understand customer issues Good problem-solving skills Ability to approach problems logically Ability to empathize with the customer Ability to effectively respond to customer needs Motivated to work on own initiative. Excellent interpersonal and communication skills. Proven ability to make and implement decisions. Proven ability to influence change at all levels as appropriate. Accuracy and Variances * Attendance and Adherence