Contact Centre Manager

Job Title: Operations Centre Manager (OCM)

Department: Operations Financial Services

Management Responsibility for: Assistant Operations Centre Manager (AOCM)

Travel Required: Yes / Infrequent

Reports to: Director of Operations

Location: Glasgow-Cuprum

Contract Type: Full Time – Permanent

Grade: TBC

Job Summary / Overview

The 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 units of operations across Contact Centre and back office.
• 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 Managing Director / Director 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.
• Supports Management of financial planning and control.
• Supports 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 call 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.
• 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 AOCMs 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 AOCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development.
• Ensures AOCMs 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.
• Participates in monthly and quarterly improvement meetings.
• Continuously investigates and introduces process improvement measures and either signs off actions or escalates 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 Managing Director 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 of working within the Financial Services sector, preferred.
• 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

• 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.
• 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.

Salary up to £65K

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