Lead Customer Support Specialist

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 play a pivotal role in guiding, mentoring, and developing a team of Customer Service Agents. Your leadership will empower them to achieve both qualitative and quantitative objectives while ensuring adherence to all business and client regulations.

Key Responsibilities

  • Oversee a team of Customer Service Specialists, fostering a positive and engaging work environment that promotes productivity and collaboration.
  • Instill a customer-centric ethos within the team, ensuring that all activities are aligned with delivering exceptional service and satisfaction to our clients.
  • Conduct regular one-on-one sessions and performance reviews to support team members in reaching their full potential and achieving their goals.
  • Manage all aspects of personnel processes, including absence management, performance evaluations, and employee relations, in accordance with established policies.
  • Become a subject matter expert on the client's offerings, with comprehensive training provided to enhance your knowledge.
  • Actively engage in team-building initiatives and contribute to a vibrant workplace culture.
  • Ensure a fun, inclusive, and motivating work atmosphere for your team.

The Ideal Candidate

  • Demonstrated ability to lead and inspire a team, serving as a role model and driving performance at both the group and individual levels.
  • Experience managing multiple workflows while meeting targeted KPIs and maintaining quality standards.
  • Familiarity with various personnel management processes, including performance management and employee relations.
  • A collaborative team player with strong communication and interpersonal skills to effectively engage and motivate team members.
  • Proven capability to thrive in a fast-paced environment, adept at multitasking and prioritizing tasks efficiently.
  • Customer service-oriented with the ability to cultivate relationships with stakeholders.
  • Ability to assess risk implications in decision-making, demonstrating a solid understanding of business dynamics.
  • Exceptional written and verbal communication skills, with a keen attention to detail.

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