Job Description

Job Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

Main Responsibilities (but not limited to)

You should begin your day by evaluating the prior day/week/month performance reports

Ensuring any agents with performance issues have been followed up with and tracked.

Daily meetings with my team, ensuring Team have an understanding of daily & trended actual results versus the goals identifying agent outliers

Establishing priorities for the day and reviewing the execution of any process-level plans. You'll call meetings throughout the day as required to make real time adjustments based on the day's performance throughout the shift.

Utilizing time on a daily basis to facilitate Agent development while maintaining the "80/20" rule.

By observing agents you'll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You'll ensure all key performance indicators are consistently met and exceeded.

You actively develop your agents through talent management, monthly 1-2-1's, Quarterly Reviews and personal development plans

Skills & Attributes

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he 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

Competencies & Skills Required

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

Qualifications and Experience

12 months tenure within Teleperformance (Essential)

Meta Product Knowledge (Essential)

Team Leader Experience (Advantageous)

Correspondence/Chat experience (Advantageous)

JUMP Supervisor training (Advantageous)

Customer focus orientated background

Matric/ Equivalent

Must have positive attendance track record.

Job Types: Full-time, Permanent

Work Location: In person