Team Leader Vodafone Ireland Location: Newry Granite Exchange, WAHA with a need to attend site when required Hours: Hours of work, Monday to Friday and 37.5/40 hours per week. Number of positions 1 Duration: Permanent.

Role Overview As a Team Leader at Teleperformance, youll manage the performance of a team of Client Executives and work as part of a team to coordinate productivity and achieve expected standards for our client. Lead from the front to support and manage Corporate customer escalations. The Team Leader is directly responsible for agent performance and development within their team. They will be expected to manage and develop a team of agents to meet and exceed key performance metrics, quality, customer and client satisfaction, and any other performance area as defined. They will achieve this by leading, motivating, inspiring, and managing team and individual performance and engagement on a regular basis, and providing all reasonable support and encouragement as required.

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.
Evaluate relevant performance reports (day/week/month)
Spend 80% of your time coaching, developing, and supporting the agents which includes, interactional monitoring, internal discussions, coaching, escalations/complaint handling
Positively and proactively manage all performance, attendance, and Key Performance Indicators
Act as 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 clients 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 Companys policies and practices
Update your knowledge through the associated guidelines and procedures
Manage databases, tools, applications, and operating systems
Become an ambassador for Teleperformance and lead by example, demonstrate our values, actively encourage best practice and support the company in changes to policies and procedures
Proven ability to communicate and manage client comms

Candidate Requirements We 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

Proven ability to communicate and manage client comms
Knowledge of Corporate care systems such as UFE, CRM and billing / reporting platforms.
Proven track record of time management skills
Demonstrable experience of managing multiple workflows
Strong verbal and written skills with the ability to show accuracy and attention to detail
Problem solving and strong communications skills
Professional and friendly personality
Customer Service experience
Contact Centre experience
Proven experience of managing teams and achieving targets
High levels of resilience and patience
Able to take ownership of situations with a positive, can-do attitude
Able to work within a fast paced, engaging environment
Excellent communication skills (oral & written)
Ability to relate to others in a positive manner and build strong working relationships.
Able to manage priorities and multiple demands while displaying resilience.
Proven experience of working to targets and driving performance
IT literate and competent using Microsoft office