Operations Team Leader

3 weeks ago

Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

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.

Main Responsibilities (but not limited to)

  • You should begin your day by evaluating the prior day/week/month performance reports
  • Ensuring any agents with performance issues have been followed up with and tracked.
  • Daily meetings with my team, ensuring Team have an understanding of daily & trended actual results versus the goals identifying agent outliers
  • Establishing priorities for the day and reviewing the execution of any processlevel plans. You'll call meetings throughout the day as required to make real time adjustments based on the day's performance throughout the shift.
  • Utilizing time on a daily basis to facilitate Agent development while maintaining the "80/20" rule.
  • 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.
  • You actively develop your agents through talent management, monthly 121's, Quarterly Reviews and personal development plans

Skills & Attributes

  • 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

Competencies & Skills Required

  • 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

Qualifications and Experience

  • Minimum 2 years Team Leader Experience (Essential)
  • Minimum 2year sales experience (Essential)
  • Customer focus orientated background (US accounts/campaigns)
  • Matric/ Equivalent
Job Location - Cape Town (Office based)

Job Types:
Permanent, Full-time

Job Types:
Full-time, Permanent

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

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