Contact Centre Manager

Contact Centre Manager

Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead and manage daily operations of the Contact Centre, ensuring performance and financial targets are met.
  • Company: Join Teleperformance, a global leader in customer experience management.
  • Benefits: Enjoy a full-time permanent role with opportunities for remote work and employee engagement initiatives.
  • Why this job: Be part of a dynamic team that values innovation, diversity, and employee well-being.
  • Qualifications: Experience in operations management and strong leadership skills are essential.
  • Other info: Opportunity to foster a positive workplace culture and drive social value initiatives.

The predicted salary is between 36000 - 60000 £ per year.

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 unit 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 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 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.

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Contact Centre Manager employer: Teleperformance Ltd

At Teleperformance, we pride ourselves on being an exceptional employer in Glasgow-Cuprum, offering a dynamic work environment that fosters employee engagement and growth. Our commitment to professional development is evident through regular performance reviews and tailored training opportunities, ensuring that every team member can thrive. With a strong focus on ethical practices and community involvement, we create a workplace culture that values diversity, respect, and innovation, making it a rewarding place to build your career.
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Contact Detail:

Teleperformance Ltd Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Contact Centre Manager

✨Tip Number 1

Familiarize yourself with the key performance indicators (KPIs) relevant to contact centre operations. Understanding these metrics will help you demonstrate your ability to meet and exceed targets during interviews.

✨Tip Number 2

Showcase your leadership skills by preparing examples of how you've successfully managed teams in previous roles. Highlight specific instances where you improved team engagement or performance.

✨Tip Number 3

Research Teleperformance's values and culture. Be ready to discuss how your personal values align with theirs, especially regarding professionalism, integrity, and commitment to diversity.

✨Tip Number 4

Prepare to discuss your experience with financial planning and control. Be ready to share strategies you've implemented to manage budgets effectively and achieve financial targets in past roles.

We think you need these skills to ace Contact Centre Manager

Leadership Skills
Financial Management
Performance Management
Client Relationship Management
Operational Efficiency
Strategic Planning
Employee Engagement
Process Improvement
Data Analysis
Communication Skills
Team Development
Problem-Solving Skills
Compliance Knowledge
Health and Safety Awareness
Conflict Resolution

Some tips for your application 🫡

Understand the Role: Make sure to thoroughly read the job description for the Operations Centre Manager position. Highlight key responsibilities and required skills that align with your experience.

Tailor Your CV: Customize your CV to reflect your relevant experience in managing operations, financial metrics, and team leadership. Use specific examples that demonstrate your ability to meet performance and client KPIs.

Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership style and how you foster employee engagement. Mention your strategic planning abilities and how you've successfully improved operational efficiency in previous roles.

Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements related to financial targets, team development, and process improvements. This will help illustrate your capability to deliver results in a similar role.

How to prepare for a job interview at Teleperformance Ltd

✨Understand the Role Thoroughly

Make sure you have a deep understanding of the Operations Centre Manager role. Familiarize yourself with the key responsibilities, such as managing day-to-day activities and achieving financial targets. This will help you answer questions confidently and demonstrate your suitability for the position.

✨Showcase Leadership Skills

As a potential leader, be prepared to discuss your leadership style and experiences. Highlight examples where you've successfully managed teams, fostered engagement, and implemented performance improvements. This will show that you can motivate and develop your team effectively.

✨Prepare for Financial Discussions

Since the role involves financial accountability, brush up on your financial management skills. Be ready to discuss how you've controlled budgets, achieved financial targets, and handled P&L responsibilities in previous roles. This will demonstrate your capability in managing the financial aspects of the position.

✨Emphasize Client-Centric Approach

The job requires a strong focus on client relationships. Prepare to share examples of how you've built and maintained client relationships in the past. Discuss how you understand client needs and how you've exceeded their expectations, showcasing your commitment to client satisfaction.

Contact Centre Manager
Teleperformance Ltd
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