Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a highly-skilled professional to join as Customer Service Team Leader

Responsibilities

• Support and manage the day-to-day operations of the team ensuring service and sales KPIS are met consistently.
• As the driving force behind the team, conduct regular 1:1 meetings with your team to maintain focus and motivation on Customer Service standards and targets, 80% of your day will consist of coaching and educating your team.
• Ensure everyone on the team has appropriate training and any required resources to perform their jobs to their best.
• Manage change effectively – knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviors.
• Squeeze and analyze metrics reporting and identify areas for the development of the team.
• Collaborate in the recruitment process and bring new team members on board.
• Delegation of tasks and set deadlines.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Develop strategies to promote team member adherence to company regulations and performance goals.