Team Leader/supervisor

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**
- Matric or Equivalent (Essential)

**Work Experience**
- 2-3 years’ experience as an Operations Supervisor within the BPO Industry.
- Proven Coaching experience
- Account management & verification: login issues, customer information updates
- Proficiency with ServiceNow or similar ticketing systems.

**Responsibilities**:
**Key Responsibilities and Accountabilities**
- Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
- 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.
- Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
- Drive productivity and maintain service level performance to support operational goals and profitability.
- Ensure full compliance with Teleperformance policies, escalating any breaches to management.
- Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
- Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed

**Required Skills**:
**Technical / Attributes & Skills**
- is a self-starter, capable of working without direct supervision and maintaining high performance in
- ambiguous situations.
- 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
- Strong critical thinking and problem-solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.
- Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensive
- understanding of associate performance and identify areas for improvement.

**Competencies**
- 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

**Minimum Skills**
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy