Customer Service Manager

Overview

Job Title: Contact Center Manager

Department: Operations

Management Responsibility for: Assistant Operations Centre Manager (AOM)

Travel Required: Yes / Infrequent

Reports to: VP Operations

Location: WFH (UK Based)

Contract Type: Full Time - Permanent

Salary - £48,000

Grade: C2

Job Summary / Overview

Operations Centre Manager (OCM) is the leader of their staff, premises, operation and their relationship with the Clients as appropriate for their programme and site, ensuring that financial and quality targets are achieved according to budget, across both back office and Contact Centre operations. The OCM is responsible for operational delivery (Performance and P&L), the role preferably based on site and/or working at home (WAH).

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Manages and is responsible for day-to-day activities of one or more unit of operations across contact centre and back office.
• Main client contact and lead on all client meetings/projects and new requests alongside liaison with the global client service team
• Is fully accountable for performance of their business unit across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate
• Is calibrated and working in conjunction with the wider Contact Centre Manager team ensuring consistency in delivery, direction and decision making
• Strategically plans with VP of Operations and executes to enhance profitability, productivity, and efficiency throughout the company’s operations
• Owns the delivery of all financial targets, by controlling spend and creating plans to rectify if not on target to deliver against financial forecasts
• Supporting Management of financial planning and control
• Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site
• Creates opportunities for employees to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues.
• Oversees the daily operation of the contact centre and its various components, ensuring compliance and KPI goals.
• Prepares and reviews financial and operational analysis and reports ensuring this includes meaningful and relevant information and commentary including invoicing
• Audits current procedures to monitor and improve efficiency of operations
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day
• Leads, manages, develops and motivates a team of AOCM’s in line with organisational management processes with the focus on developing a highly motivated operation
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each AOM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development
• Ensures AOMs and Team Leaders are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Participate in monthly and quarterly improvement meetings
• Continuously investigate and introduce process improvement measures and either signing off actions or escalating if appropriate
• Can confidently be an ambassador for Teleperformance with new and existing clients, hosting visits to showcase Teleperformance’s capabilities ensuring ongoing client confidence of performance and development of strategic direction for the business
• Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives across the site with their support
• Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance focus areas
• Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations
• Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all security, HR and other policies and procedures
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales)

Work Experience

• 3 years of upper management experience in a contact centre environment, or 5 years’ upper management experience in another high-paced industry

Special Certifications

• Experience in both back office and Contact Centre environments
• Experience of leading large teams (150+) with strong focus on engagement and work culture

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc. preferred

Competencies and Specific Skills

• Achievement oriented
• Superior analytical ability
• Superior communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organising
• Lead by example / integrity
• Problem Solving
• Employee & Client satisfaction orientated
• Self-motivated and can motivate others
• Highly advanced team building skills
• Strategic and commercial thinker
• High levels of resilience and focus
• Coaching focus
• Advanced facilitation & presentation skills
• Advanced KPI knowledge and understanding
• Commercially astute
• Driven to succeed
• Continuous improvement mindset