Job Description

Overview
A Team Leader should be an INSPIRATION!
#aNewHomeForYourCareer
Someone who manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.
Qualifications
Main Job Requirements
Education & Specific Training

• Matric or Equivalent (Essential)

Work Experience

• 2-3 years' experience as an Operations Supervisor within the BPO Industry.
• Proven Coaching experience
• Account management & verification: login issues, customer information updates
• Proficiency with ServiceNow or similar ticketing systems.

Responsibilities
Key Responsibilities and Accountabilities

• Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
• Coach, motivate, and develop agents to consistently meet or exceed performance and quality targets. o Monitor agent interactions across all channels and provide timely feedback to ensure compliance with client standards.
• Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
• Drive productivity and maintain service level performance to support operational goals and profitability.
• Ensure full compliance with Teleperformance policies, escalating any breaches to management.
• Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
• Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed

Required Skills
Technical / Attributes & Skills

• 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
• Ability to deep dive/analyze customer related data and draw conclusions leading to improvement
• initiative recommendations
• 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.
• 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
• Strong critical thinking and problem-solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.
• Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensive
• understanding of associate performance and identify areas for improvement.

Competencies

• Proven Coaching experience
• Takes personal responsibility
• Goes the extra mile to achieve agreed objectives
• Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
• Reflects Teleperformance's values in their dealings with others, internally and externally
• Coaching others and talking through end-to-end processes of the call flow
• Excellent Administration Skills

Minimum Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Skills Required