The Guardian - Team Leader

Job Description

The Guardian - Team Leader – Full TimeLocation:Bristol, MUST be able to work from Bristol officeStart Date:ASAPHours:37.5 hours per week.Campaign hours are 8am to 10pm Monday to Friday and 8am to 6pm Saturday to Sunday. Weekend working 1 in 4 weeks.Job OverviewAs a Team Leader you’ll manage the performance of a team of Customer Service Agents and work as part of a team to coordinate productivity and achieve expected standards for our client, The Guardian.You’ll be responsible forleading, coaching, developingand mentoring your team, enabling them to succeed against qualitative and quantitative targets and maintain high performance levels, whilst ensuring full compliance to all business and client rules and procedures.The successful candidate will be naturallyresults orientated and be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.Key Responsibilities

• Experience of effectively operating in a fast-paced environment while demonstrating exceptional leadership skills.
• Evaluate relevant performance reports (day/week/month).
• Deliver support, feedback and coaching to the team.
• Produce and review all relevant reports associated with the role before passing to your Assistant Call Centre Manager (ACCM).
• Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations.
• Positively and proactively manage all performance, attendance and Key Performance Indicators.
• Create a high performing and engaged culture, ensuring that the team members consistently display the right attitudes, behaviours and capabilities.
• Demonstrate the behaviours of a role model by managing your own attitudes, behaviours, and performance effectively, whilst consistently demonstrating the Teleperformance values.
• Effectively handle difficult conversations and potential conflict situations as required.
• Become a knowledge expert in terms of the client’s products and services.
• Form great working relationships with key groups such as the client, manager, peer group and all support functions within Teleperformance.
• Comply with the company’s policies and practices
• Update your knowledge through the associated guidelines and procedures
• Manage databases, tools, applications and operating systems.

Candidate RequirementsWe are looking for the following skills and attributes:

• Commercially aware, hands on, proactive and engaged with a background in leading others and driving performance at both group and individual levels
• Strong communication skills, verbal and written with the ability to show accuracy and attention to detail
• Problem solving andability to make the right decisions under pressure
• Good time management and organisational skills
• Strong customer focus and willingness to promote service excellence within the team
• Able to take ownership of situations with a positive, can-do attitude
• Able to work within a fast paced, engaging environment
• Ability to relate to others in a positive manner and build strong working relationships at all levels
• Self-motivated, flexible and able to adapt to changing circumstances and priorities
• Proven experience of working to targets and driving performance
• Experience of managing company processes and policies including Absence, Disciplinary, etc.
• IT literate and competent using Microsoft office