Bpo Team Leader

3 months ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job description**

**Night shift team leader**

**Are you ready for your next challenge?**

**Are you looking for an exciting new opportunity?**

If so, read on

We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. With a team of over 330,001 interaction experts working in 80 countries and serving 170+ different markets, Teleperformance are the worldwide leader in delivering an outstanding customer experience.

We are currently going through an incredibly exciting time and as we continue to grow our business in South Africa we have an excellent opportunity for enthusiastic, passionate and driven Customer Support Team Managers to join our team. Our philosophy is transforming passion into Excellence

Ensuring customers are provided with fully fledged services that encompasses our values.

We firmly believe in hiring for fit for purpose aligned with TP and our partners core values, which are:
**Professionalism and Authenticity - Working collaboratively and inclusively across teams breaking down boundaries**

**Better and Innovation - Tenacious in delivering our best to get the right result, in the right way.**

**Commitment and Different - Being passionate, engaged and seeing opportunities**

**where others see problems**

Teleperformance offers a fun, people centric working environment partnered with our prestigious genomic providers, _where we fully support you in demonstrating continuous growth and excellence in performance_

**Duties**:

- Ability to operate effectively in a fast paced environment with constantly changing priorities.
- Coach, develop and provide feedback to your team to ensure they take ownership and effectively use their judgement when making decisions in line with business goals.
- Begin your day by evaluating the previous day’s/week’s/ month’s performance reports and make decisions for the day ahead based on them.
- Become an ambassador for Teleperformance and lead by example, demonstrate our values, actively encourages best practice and supports the company in changes to policies and procedures.
- Actively develop your Advisors through monthly 1-2-1’s, quarterly reviews and personal development plans.
- Identify your top performers and reward/recognise them for their achievements in line with group recognition schemes.
- Hold meetings with your peer group as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilise all reports available to build your focus for the day, prioritise your actions according to the impact on employees, customers and client satisfaction.
- Submit relevant reports to the Assistant Call Centre Manager (ACCM) for review.
- Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations. You’ll positively and proactively address all types of performance, attendance and other KPIs.
- Knowledge expert in terms of the client’s products and services (training provided).
- Proactively participate in engagement initiatives.
- Valid SA Barcoded/Smart ID
- Matric or Equivalent
- A least 2 years proven Management / Supervisory Experience
- Sales Team leader expereince in a BPO Sector
- 2 years
- Exceptional communication skills
- Driven with a passion to succeed in a fast paced environment
- Confident and engaging individual with the ability to build exceptional rapport with customers
- Ability to deliver an outstanding customer experience, profile customers and match products to individual needs
- Computer literate and process expertise (Desktop and Online Applications) with the ability to ‘type and talk’
- Target driven and self-motivated in order to meet and exceed both team and individual project targets
- The successful applicant must possess a natural ability to lead a team
- Willing and able to adjust to multiple demands and shifting priorities.
- Proven track record in the delivery of a high level of customer service.
- Customer Ethos - You will make their experience memorable and you will be completely connected as every conversation is different and we need your sparkle to always be present so that our client’s customers walk away from their conversation saying ‘they were awesome’.

**Some of the Benefits**:

- Lucrative basic salary (depending on experience)
- Achievable performance related bonus opportunities
- A fabulous, newly refurbished, modern working environment
- Primary Healthcare (after 6 Months)
- Provident Fund with equal Employers contribution (after 6 Months)
- Employee Assistance Programme
- Free door to door transport for evening shifts after 19.00 pm
- Additional Transport Allowance
- In-depth product and UK ‘cultural based’ training
- Genuine career development opportunities

**Please note**:
In order to be considered for this role you must be able to provide 2 valid reference and pass a Criminal and Credit record check.

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