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
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Matric or Equivalent (Essential)
Work Experience
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2-3 years’ experience as an Operations Supervisor within the BPO Industry.
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Proven Coaching experience
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Account management & verification: login issues, customer information updates
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Proficiency with ServiceNow or similar ticketing systems.
Responsibilities:
Key Responsibilities and Accountabilities
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Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
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Coach, motivate, and develop agents to consistently meet or exceed performance and quality targets. • Monitor agent interactions across all channels and provide timely feedback to ensure compliance with client standards.
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Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
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Drive productivity and maintain service level performance to support operational goals and profitability.
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Ensure full compliance with Teleperformance policies, escalating any breaches to management.
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Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
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Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed
Required Skills
Technical / Attributes & Skills
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The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he
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is a self-starter, capable of working without direct supervision and maintaining high performance in
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ambiguous situations.
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Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information
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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
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improvement initiatives
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Ability to deep dive/analyze customer related data and draw conclusions leading to improvement
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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
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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
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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
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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
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Strong critical thinking and problem-solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.
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Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensive
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understanding of associate performance and identify areas for improvement.
Competencies
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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
Minimum Skills
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Process Excellence
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Collaboration
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Communication
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Emotional Intelligence
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Open-Mindedness
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Critical Thinking
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Solution Orientation
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Entrepreneurship
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AI Proficiency
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Data Literacy
