Teleperformance - Team Lead - Customer Service

Roles and Responsibilities:

- Be responsible for the teams overall performance.

- Ensure timely and effective completion of assigned tasks.

- Resolve queries in exceptional situations and escalate them, when required (by following proper channels).

- Compile and publish reports on teams performance reports on set frequencies (Daily/Weekly/Monthly etc.).

- Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.

- Provide the team with a vision of the process objectives.

- Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.

- Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

- Facilitate problem solving and collaboration.

- Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.

- Keep the Managers/Leaders informed of task accomplishment, issues and status.

- Focus on accelerating teams performance.

- Understanding towards business/organization objectives.

- Willingness to add value to companys Culture, Mission and Vision

Desired Candidate Profile:

- Proven work experience as a team leader or supervisor

- In-depth knowledge of performance metrics

- Organizational and time-management skills

- Decision-making skills

- Degree in Management or training in team leading is a plus

- Good PC skills, especially MS Excel

- Excellent communication and leadership skills

Preferred Skills:

- Strong communication skills in English

Critical Competencies:

- Customer Service

- Good analytical skills

- Must be very good with data representation

- Must be very good with MS Excel

- Time Management

- Ability to multi-task