Job Description

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.

Qualifications

• Matric or Equivalent (Essential)
• Previous coaching experience
• 2-3 years’ experience as an Operations Supervisor (Team Leader) in a contact centre environment.

Responsibilities

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 Teams understand 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
• Complaints Management
• Coaching others and talking through end to end processes of the call flow
• Excellent Administration Skills
• Recruitment and Onboarding:
• Stakeholder Management & Change: