Customer Service Assistant Manager in Manchester

The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Key Responsibilities and Accountabilities:

• Leading a team to drive positive work culture and staff engagement.
• Manages and is responsible for day-to-day activities of their assigned line/s of business.
• Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate.
• Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines.
• Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans.
• Evaluates business area performance on a daily, weekly and monthly basis.
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team.
• Supports, motivates, evaluates, develops and coaches their Team Leaders.
• Provides opportunities for continuous development of their people.
• Ensures Supervisors are likewise carrying out reviews with their agents.
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach.
• Works together with internal departments to meet clients deliverables.
• Manages a healthy programme performance scorecard based on annual strategic plans.
• Participates in client / prospective client meetings as required.
• Able to effectively manage multiple priorities to ensure successful outcomes.
• Builds relationships and always works closely with own team and key stakeholders.
• Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees.
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect.
• Fosters a working culture which is built on embracing diversity, respect and positivity.

Main Job Requirements:

• 2 years management experience in a back office or contact centre environment, or 3 years management experience in another high-paced industry.

Required 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.
• Excellent analytical ability.
• Excellent 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.
• Strategic thinker.
• Resilient.
• Coaching focus.
• Employee satisfaction orientated.
• Self-motivated and can motivate others.
• Advanced team building skills.
• Advanced time management and prioritisation skills.
• Facilitation & presentation skills.
• Project management skills.
• Change management skills.
• KPI knowledge and understanding.
• Commercially aware.
• Methodical.