HSBC Team Leader

Teleperformance UK
03 Dec 2017
02 Jan 2018
Contract Type
Full Time
Team Leader, Customer Service - HSBC Location : Cuprum House, Glasgow Contract : 37.5, temporary to permanent Salary: £18,500 per annum Hours : 37.5 hrs – 8am – 10pm Monday to Sunday – Full flexibility required. Start Date : 8th January 2018 The Role Working on behalf of our prestigious client HSBC, in the financial services industry, you’ll work as one of our valued Team Leaders. As a leader, we’re only as good as our people. So when you bring out the best in our teams, we’ll bring out the best in you. You’ll lead by example by motivating your team of front line advisors to drive operational excellence and productivity while getting involved with all elements of their day. Your team will deal with inbound queries within a highly regulated and complex financial services environment. Leading, coaching, motivating and developing a number of advisors you’ll ensure we’re consistently meeting and exceeding expectations. You’ll be a real ambassador for Teleperformance, living our values, encouraging and enabling best practice, and supporting improvements. You’ll encourage feedback from your team, dealing with any issues affecting their performance. In short, you’ll make sure that everyone has everything they need to do a great job. Key Tasks/Responsibilities Take full accountability for the leadership, coaching, performance and absence management of a team of up to x advisors handling different call types and products Manage various employee related concerns such as retention, absenteeism, morale, and under-performance in compliance with local procedures. Drive and coach performance improvements for your team to achieve a high performance culture Embed a best place to work environment for all of your team Support individuals through the welcome and on-boarding stage of the induction programme Act as a role model for your team of advisors Manage and resolve escalated customer concerns and complaints to protect and enhance HSBC values, reputation and the business Act as a secondary level of complaint as required What are we looking for? A proactive and an engaged Team Leader with a solid background in being able to drive performance and motivate others An analytical thinker with excellent communication and interpersonal skills The ability to plan and prioritise your workload, balancing initiatives and BAU requirements Computer literate and have a working knowledge of Microsoft Office applications Natural leader who acts decisively and who shows resilience Adaptive and can effectively implement change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner The benefits of working with us Join us, and you’ll be joining a people-based business. One that respects who you are, what you bring, and where you want to go with us - with the chance to learn, develop and take your experience further. Who are we? Teleperformance is the worldwide leader in multichannel customer experience management. We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. We’ve been doing this since 1978, and every year we interact with more than 35% of the world population. Our philosophy is transforming passion into Excellence! For contact centre roles with the human touch, apply today and find out about the things that make Teleperformance a great place to work. You can follow us on: Facebook: @Teleperformanceukcareers Twitter: @TPCareersUK