Service Excellence Team Manager

3 weeks ago

Slough, Slough, United Kingdom Teleperformance Full time

Job Title: Team Leader

Travel Required: N/A

Location: Opportunities to work from home as well as our Gateshead, Manchester and Glasgow offices

Contract Type: Permanent

Role Overview

As a Team Leader, you will take charge of guiding, coaching, and nurturing a team of Customer Service Agents, empowering them to achieve both qualitative and quantitative objectives while ensuring adherence to all business and client protocols. The ideal candidate will possess a strong results-driven mindset complemented by outstanding problem-solving abilities.

Your primary responsibility will be to cultivate a focused atmosphere that fosters a motivational culture, enabling your team to grow and reach their utmost potential.

Key Responsibilities

  • Oversee a team of Customer Service Specialists, ensuring a positive, productive, and engaging team environment through your leadership, inspiration, and coaching.
  • Instill a customer-centric culture, directing all team efforts towards delivering exceptional service and achieving high customer satisfaction levels.
  • Provide coaching and support to team members through regular one-on-one meetings and performance reviews, encouraging them to realize their potential and consistently meet performance and quality standards.
  • Maintain effective management of all aspects of people management processes, including absence management, performance reviews, and employee relations, ensuring compliance with policy frameworks.
  • Become a subject matter expert on the client's products and services, with comprehensive training provided.
  • Actively engage in and promote team engagement initiatives within the broader organization.
  • Create an inclusive, enjoyable, and positive work environment for your team.

The Ideal Candidate

  • Demonstrated experience in people management with the ability to inspire and motivate a team, serving as a role model for driving performance.
  • Proven track record of managing multiple workflows against targeted KPIs and quality metrics.
  • Familiarity with various people management processes, including performance management and employee relations.
  • A passion for teamwork, with strong communication and interpersonal skills to engage and motivate your team.
  • Experience in a high-volume, fast-paced environment with the ability to manage conflicting priorities through effective time management and organizational skills.
  • Customer service-oriented with the capability to manage stakeholder relationships.
  • Ability to assess risk implications in decision-making, informed by a solid understanding of business activities and challenges.
  • Excellent written and verbal communication skills, with a keen eye for detail and accuracy.

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