JOB PROFILE
Team Leader
ROLE HOLDER
SPECIFIC WORK AREA
Team Leader
Call Centre
ROLE TITLE WITHIN WORK AREA
Team Leader
GRADE
6
Role Objective: To lead manage, develop, coach, motivate and organise a team to efficiently and effectively achieve business and campaign objectives.
Scope of Contact:
Internal
All staff within own work area
Financial Responsibility
Within remit, manage resources to minimise cost
Make recommendations on overtime spend
Reporting
Other depts
HR
Recruitment
Training
Finance
IT
Account Management
Facilities
Operations Manager
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Team Leaders
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Agents/
Experience
Proven experience of successfully leading, motivating and coaching a team to
achieve designated targets either within a call centre or similar work environment,
preferably in customer service sector.
External
Clients (vendor manager/account manager)
Client organisation
Customers
Suppliers (e.g. fulfilment houses)
Qualifications
GCSE or equivalent preferred.
Skills/personal attributes
Strong Customer focus
Excellent communication skills and the ability to deliver excellent customer service.
Ability to relate to others in a positive manner and build strong working
relationships.
A natural ability to motivate and energise others.
Able to inspire and support a team towards the achievement of targets. .
Committed to the delivery of a high level of customer service and evidence of
understanding the key priorities of both client and own business and how to
balance these.
Enthusiastic, positive, resourceful and resilient.
Willing and able to adjust to multiple demands and shifting priorities.
Demonstrates flexibility.
Key Result Areas
Achievement of team and individual financial
and non financial targets.
Actions
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Manage and coach team performance to ensure
team targets and campaign KPIs are met
including productivity , quality targets,
Manage individual performance to ensure every
team member achieves their targets.
Manage under performance effectively and
promptly using Company processes to maximise
performance of every team member.
Manage the team effectively to ensure
productivity targets are met.
Measures and Standards
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Team targets both financial and nonfinancial are met including productivity
quality targets, TOPS standards and
adherence to schedule.
Effective operational team management.
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Manage performance of team to achieve
quality standards, productivity targets and
SLAs.
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Effectively lead, develop, manage and coach a
team to meet individual, team and business
objectives.
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Manage call quality, staffing levels and workflow to
ensure maximum productivity, call and data handling
efficiency.
Adhere to TOPs standard (Teleperformance
Operational Processes and Standards)
Provide knowledgeable reference point for problem
resolution and escalated contacts.
Identify and implement improvement actions to
maximise outputs of team
Conduct regular floor walking and efficiently manage
and resolve escalated customer care calls.
Ensure call and data validation is carried out to time
and to standard
Maintain accurate and timely performance,
attendance and other reporting
Make recommendations for resolution
Contribute to ensuring optimum staffing through
timesheet management
Listen in to calls, provide appropriate feedback and
coaching
Ensure Teleperformance policies / procedures are
adhered to.
Ensure all team members have clear objectives and
understand their roles.
Carry out appraisals and 1-1s with team members as
per Company processes.
Coach team members to achieve the required
standards.
Give regular feedback.
Consider the opinions of team members and ensure
feedback is given regarding any issues raised.
Ensure expectations are clearly defined and company
policies and practices are explained.
Ensure decisions are explained and are effective
Ensure you are available to team members through
regular 1-1s, team briefings and informal contact,
support and feedback.
Work with individuals to identify their aims ensuring
that opportunity to develop is provided and that they
are supported to achieve their objectives
Performance manage individuals and team in line
with company tools and procedures
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TOPS standards are adhered to (80% of
time is to be spent on coaching and
monitoring the team)
Call quality is effectively managed.
Workflow and staffing levels are effectively
managed.
All team tasks are completed to time,
target and standard, all team members
have clear, agreed objectives.
Standard set so all team members are
aware of the team’s purpose and goals
and are motivated and skilled to achieve
them.
Call monitoring takes place to agreed ISO
standards, records of feedback and
objectives for each staff member are
current.
Company procedures and policies
adhered to equitably.
Positive feedback is given that team
members feel that their opinions are
considered and that they receive timely
and appropriate feedback.
Positive feedback is given that team
members feel that decisions are effective
and impartial and that their Team Leader
is available.
All 1-1s and appraisals are conducted as
per Company standard.
Underperformance is effectively managed.
TOPS standards are adhered to (80% of
time to be spent on coaching and
monitoring)
Company values are reflected in the
behaviour of the Team Leader and the
team members.
Management Guidelines are followed to
ensure consistency and fairness
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Manage communications effectively and
positively
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Team members are encouraged to remain with
the Company and a positive climate is created
in the team.
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Effective contact with external representatives
including client contacts
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Take ownership for own performance actively
seeking opportunities to improve and develop.
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Lead by example in the use of best practice of the
Company’s standards, Values and Behaviours
Provide a range of motivation interventions to appeal
to a wide range of individuals
Use own expertise to assist others to resolve issues
and develop knowledge
Present a positive, assertive and flexible approach.
Resolve issues with others effectively, ensuring a
written audit trail is kept
Contribute to selection interviewing when required
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Ensure all changes, developments and campaign
information are effectively communicated via team
meetings.
Develop productive, professional and effective
relationships with team members
Communicate effectively with team members
Hold regular team meetings ensuring that team
members are briefed on campaign, site and company
matters
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Actively encourage employees to remain with the
Company and manage attrition risks through effective
communication and issue resolution.
Ensure internal opportunities are promoted.
Ensure that if an employee resigns, you hold a
discussion with them to seek to retain, addressing
and managing any issues.
Create a positive climate on the team through
effective communications, team building, clear focus
on objectives and regular feedback.
Ensure exit interviews are conducted as per company
process.
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Ensure all contact with clients is professional and
contributes towards building excellent business
relationships.
Take ownership for own performance
Receive feedback positively, taking action where
required
Identify and apply opportunities to develop and
improve skills
Develop and maintain current knowledge of the
campaign/account
Maintain record of own development and objectives
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Positive feedback from client contacts and
account management.
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Personal development plan and objectives
are achieved
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HR policy and process is adhered to.
Team members feel that they have an
effective and professional relationship with
their line manager as measured by
feedback tools such as the employee
survey.
Feedback is given to Operations Manager
re issues raised by the team and
responses given to team members.
Regular team meetings are carried out.
All company messages are effectively
cascaded.
Campaign boards are up to date.
Team members feel that they have an
effective and professional relationship with
their line manager as measured by
feedback tools e.g. observations and
employee surveys.
Attrition is minimised through proactive
interventions
Team attrition is within target
Exit interviews are carried out
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ISO Standards
Responsible for adhering to all relevant policies –
TPIS09, TPIS04, TPIS05, and standards for
Teleperformance.
Information security needs to be protected and you
are responsible for highlighting any issues that you
are made aware of by using the correct process.
Competency
Effectiveness
All ISO standards are adhered to.
Ability level required
Ability level 3
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Managing Performance
Ability level 2
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Team Working
Ability level 2
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Description of ability level required
Encourages a controlled and systematic
environment
Minimises likelihood of mistakes by
implementing appropriate processes
Provides initiatives for continuous
improvement and reviews their
implementation
Regularly reviews processes to ensure
best fit / practice
Documents processes
Manages individuals and team to achieve
standards in line with required KPIs
Agrees stretching but achievable goals
with individuals and teams
Thoroughly checks facts before
addressing results or behaviour
Ably resolves situations of ‘conflict’ to a
satisfactory conclusion
Prioritises work to meet client
requirements
Recognises and utilises team skill set to
achieve optimum performance /
productivity
Motivates to achieve individually and
collectively through the use of positive
language
Actively seeks ideas and opinions from
others across the business
Encourages all team members to
contribute
Actively promotes a friendly climate and
co-operation
Builds strong team commitment and
morale
Creates an open team environment
Is able to bring fun to the job and relieve
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Communication
Ability level 2
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Interpersonal Skills
Ability level 3
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tensions
Resolves any conflict within the team / with
other teams appropriately and
constructively
Uses individual skills and abilities to
achieve common goals
Actively encourages and motivates team
to meet objectives
Demonstrates direction by example and
provides focus to the team through
feedback on performance
Is open to adopting motivational ideas
from others to increase performance and
productivity and seeks advice / support in
delivering them successfully
Reviews plans and tackles potential
obstacles including performance issues
Encourages ideas and feedback from
others to get buy in
Explains how individual fits into overall
picture
Actively encourages team to share
(through facilitation) knowledge, skills and
experience
Ensures communication (spoken and
written) is accurate and informative
Ensures that implications of any
recommendations are clearly
communicated and understood
Identifies and uses the best
communication media for the situation
Can recognise non-verbal behaviour
Is successful at resolving the majority of
issues at first contact
In conflict situations, finds the common
ground and builds on it
Assists and mentors others with difficult
situation
Maintains a positive approach to work and
shows commitment to achieving common
goals and objectives
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Can manage difficult situations e.g.
dealing with a serious complaint, delivering
bad news
Is proactive and can manage the customer
relationship
Understands the necessity to be assertive
with the client when necessary (through
knowledge of business goals) and
concedes when appropriate
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Developing Others
Ability level 3
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Gives constructive, open and structured
feedback to team members
Publicly recognises good performance
Promotes individual development and
allows growth through non-interference
Makes people feel confident, strong and
important
Delegates responsibility and authority to
others
Sets stretching development opportunities
and goals
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Leadership
Ability level 2
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Actively encourages and motivates
team to meet objectives
 Demonstrates direction by example and
provides focus to the team through
feedback on performance
 Is open to adopting motivational ideas
from others to increase performance
and productivity and seeks advice /
support in delivering them successfully
 Reviews plans and tackles potential
obstacles including performance issues
 Encourages ideas and feedback from
others to get buy in
 Explains how individual fits into overall
picture
 Actively encourages team to share
(through facilitation) knowledge, skills and
experience
NB This role guide is not an exclusive list of responsibilities and flexibility will be required in line with business needs