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:
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Matric / Equivalent qualification.
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2-3 years of experience in a Team Leader role within a contact center environment.
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Proficient in French (Essential)
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Experience in coaching and managing a team to meet performance targets.
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Knowledge of sales processes in a regulated environment is advantageous.
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Proficient in Microsoft Excel for tracking performance and generating reports.
Responsibilities:
Main Responsibilities (but not limited to)
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You should begin your day by evaluating the prior day/week/month performance reports
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Ensuring any agents with performance issues have been followed up with and tracked.
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Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers
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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.
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Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
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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.
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You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans
Skills & Attributes
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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.
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Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
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Team leadership and people development
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Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
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Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
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Demonstrated ability to drive process changes and improvements
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Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
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Goal driven, target orientated, able to step back and look at the bigger picture.
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Experience in writing documentation and standard operating procedures
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Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
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Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
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Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
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Motivated to work on own initiative.
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Excellent interpersonal and communication skills.
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Proven ability to make and implement decisions.
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Proven ability to influence change at all levels as appropriate.
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Accuracy and Variances
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Attendance and Adherence
Competencies & Skills Required
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Proven Coaching experience
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Takes personal responsibility
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Goes the extra mile to achieve agreed objectives
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Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
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Reflects Teleperformance’s values in their dealings with others, internally and externally
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Coaching others and talking through end to end processes of the call flow
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Excellent Administration Skills
