Team Leader

**Job description** **Job Overview** - Directly responsible for the development of the agents. - Manages and develops assigned team to meet and exceed performance, quality, end user satisfaction, customer satisfaction, team uptime and any other relevant key operational metrics by providing guidance, support, and education to agents. - Reviews teams and agents’ performance and quality metrics regularly within shift to ensure all operational metrics are met. - Manage the requirements or requests defined by each client's specific campaign. - Achieve the goals, objectives defined by each campaign. **Main Responsibilities (but not limited to)** Lead your assigned team in the overall execution of customer and operational objectives by investing 80% of their time in monitoring and development. - Follow and comply with the TOPS process to manage your team and its daily management. - Support, motivate, evaluate, develop, and train your agents to meet and exceed their individual and team goals, ensuring continuous improvement. - Complete regular monitoring of assigned team contacts and provide appropriate feedback, development, and education to ensure agents meet customer quality requirements. - Proactively maintain and ensure required service levels, maximizing team productivity to ensure desired financial goals. - Provide "real time" support to agents experiencing call difficulties and handle inquiries promptly and professionally when necessary. - Ensure compliance with Teleperformance policies and procedures, including, but not limited to, Security, Human Resources, Operations, etc. Any known violation of these corporate policies and procedures will be reported to Teleperformance Management immediately. - Assertive and efficient interaction with other departments (WFM, QA, Payroll / HR, etc. **Decision making authority.** - Report of incidents before the affectation of the productivity of the campaign. - Initiative to implement improvements in process automation to reduce manual activities. - Define the advisor's development plan. **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** - Assertive communication - Problem solving and critical thinking. - Self-management - Knowledge of MS Office - Emotional Intelligence - Leadership skills - Social skills - Problem Solving - Technology - Knowledge - English **Qualifications and Experience** - Minimum 2 years Sales Team Leader/Management Experience within a BPO contact center environment **(Essential)**: - Matric Equivalent **(Essential)** **Job Types**: Full-time, Permanent Ability to commute/relocate: - Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)