What qualities does a good team leader have?

Working as a team leader at Teleperformance is cool, for example, because of the young, informal work atmosphere. You will be working for one of our major clients. This particular role adds a healthy dose of impact.

In addition to being responsible for the performance of your team, you are also busy being creative and innovative. With the technology behind various customer care channels and applying the ultimate customer experience. You want to offer the customer the best service and know what it takes to make this happen, together with your team.

A good team leader has several qualities up his sleeve and is willing to develop in them. Think coaching, motivating, informing, reflecting, planning, analyzing and undertaking.

Decisive

A good team leader is decisive and entrepreneurial. This involves a supervisor taking the initiative to manage behavior and implement areas of improvement. Finally, a team leader bears ultimate responsibility for the team. Both risks and opportunities are identified to improve results.

With these qualities, a team leader works daily to ensure the excellent performance of the team of contact agents. That includes the responsibility of set goals. By putting team members at the center of your work, you ensure that quality remains high and customer expectations are exceeded. Go for happy employees, happy customers and happy clients!

Motivator

A team leader is both a motivator and facilitator. With your own vision, you know how to maximize the team’s performance. Both giving compliments and confrontation are not unknown to you. You understand that people perform their jobs really well when they are motivated from within themselves. After a setback, you keep smiling and look for the right solution.

As a team leader, you know your agents like the best and know what qualities they have. With courage and motivation, you put these qualities to good use. It is important that team members feel heard and seen by the team leader. If the team has a question or comment, the team leader is always available.

A star at planning

At Teleperformance, team leaders must have planning in place. You are proactive and organizationally strong. You come up with a plan in terms of time management. A good team leader balances what is needed for the operation with what is needed for the team. This requires multitasking to meet deadlines, but the team is always number one.

Analytical insight

A good supervisor works numerically and has analytical skills. You coach the team based on the achieved Critical Performance Indicators (KPIs), to achieve the best results. You do this at both the individual and group level. Thus, goals and KPIs are tracked and translated into appropriate actions. This requires problem-solving skills and performance orientation.

Focus on reflection

Team leaders have self-knowledge. You don’t just work on improving the performance of your team members. It is important to know what your own qualities are and how to use them. In addition, a team leader actively works on his own areas of improvement. Team leaders radiate to their team that they want to grow. The mission is to get the best out of yourself and your team every day with everything Teleperformance has to offer.

Coaching skills

A good team leader has coaching skills. You have the right communication and social skills to motivate and facilitate. You have to be able to lead a team. You know what is going on in your team and what each individual needs. As supervisor, you will guide the team and your own energetic and positive attitude will be contagious. You understand that having a people-oriented attitude gets you further and thus achieves your goals.

Source of information

A good team leader is a resource. Team leaders know what is going on within an organization and ensure the team is informed in a timely manner. A supervisor knows the best way to convey this. You represent the organization and are clear, honest and transparent.

Different forms of customer contact

Training for team leaders

When you start as a team leader at Teleperformance, the first month is all about getting to know the organization. You may have advanced from an agent position and are already more familiar within the company. You will learn how the internal systems work in the first few weeks and receive a customized customer-specific induction program.

When you are working as a team leader for a longer period of time, it is possible to change projects or clients. In this way, you learn new skills all the time and stay sharp. Teleperformance also offers a jump track for high-performing employees. This is a track where you can advance as a supervisor to Business Unit Manager, or department head, within a certain period of time. As a result, there are a tremendous number of career opportunities within Teleperformance.

Teleperformance employs a wide variety of people as team leaders. Each client and project requires a different approach and supervisor. We also have multilingual projects, providing customer service in French or Italian, for example. There is something for everyone.

Sales team leader

A sales team leader is someone who leads tightly but does not put himself above the team. You’re part of the team. You are a coach, source of inspiration and facilitator. Someone who realizes that if you want colleagues to grow, you have to grow yourself. And someone who sees successes as team achievements.

You will be responsible for the sales performance of your team of about 15 to 20 agents. For example, customers are helped to find the right product or choose the right package. Customers are inspired by this team and provided with information to make a good choice. This can be over the phone, as well as via email or chat. So you work with a team of all-round professionals. To take the team to the next level, you will be there to connect, inspire and move the team. You are engaged in daily switching and making analyses about performance. No day is the same!

You get your colleagues on board with your vision based on your enthusiasm and persuasiveness. You empower your team members and keep them on their toes. You work daily to implement new ideas and you are not afraid to change the schedule every 10 minutes. Your ambition: to make both your team members and customers happy. In doing so, you steer daily on tight KPIs. Happiness is measurable!

Advancing from agent to sales team leader

Service Team Leader

A team leader within a customer care team supports the team with all incoming customer inquiries. You choose a revolutionary service. In this challenging role, you will facilitate and motivate a team of approximately 15 to 20 agents who work daily to serve all clients of one of our clients.

These customers can contact us via phone, but also, for example, via WhatsApp, email or social media. So it is important that you make sure the team is up to date with the latest technology. They also need to know how to get to the heart of the question or problem. Above all, they ensure that the customer ends the conversation with a smile in the end.

Do you know better than anyone how to turn a dissatisfied customer into an ambassador and how to lift a team of professionals to an even higher level? Do you want to motivate and inspire your colleagues to perform at their best? Then this might be for you.

Service team leader: ‘Team is everything to me.’

No specific training is required for the team leader position within Teleperformance. What you can do is more important than who you are: with the right skills and competencies, you can be a good team leader. This depends on both the client and the project.

As a team leader, you have at least a demonstrable HBO working and thinking level. It is important that you have leadership experience and have worked on your communication skills. Experience within a customer contact department is a definite plus.

Diversity

We have a great diversity in educational background, origin, age and future plans. Our work is also diverse, with new challenges every day. By showing respect and tolerance for each other, each Teleperformance office is a pleasant and inspiring environment. Whether in Holland or Suriname, everyone is equal. #PeopleofTP

Opportunities

Everywhere we see possibilities and opportunities to make a difference. Every interaction with a customer is an opportunity to create a smile and a good feeling. You don’t pass up an opportunity like that, do you? In addition, Teleperformance offers plenty of opportunities to develop yourself and grow in position. #WeAreTeleperformance

Friendship

Work hard, play hard fully fits our work ethic. Together we show great commitment and move mountains of work. In a diverse team we solve challenging problems, regularly helping each other. In addition, we celebrate our successes together. More than colleagues, we are friends of each other. So close, it’s more like a family. #TPFamily

Our mission

View team leader vacancies

Work at a large, international organization with 300,000 employees with a family feel. Improving is part of our DNA, so if your ways of working are successful, other teams are happy to adopt them. Within Teleperformance, you not only develop others, but also yourself. We make a commitment to that every day.

Within Teleperformance, there are numerous opportunities to become a team leader, within different projects. Do you have the ambition to grow? Within this position, you can prove that you can push team performance to new heights in a modern, coaching manner. Do you think it’s cool to help people discover that they can do much more than they might think themselves? Then this is really for you!

Even if you start as a customer contact agent at Teleperformance, you will have plenty of opportunities to grow into a team leader position. For this, Teleperformance has an internal training program called JUMP!