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- Tasks: Drive digital transformation and optimise contact centre operations across multiple regions.
- Company: Join a forward-thinking company focused on innovation and customer experience.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be at the forefront of digital innovation and make a real impact on customer service.
- Qualifications: 4+ years in contact centre management with a knack for transformation and automation.
- Other info: Collaborative environment with a strong focus on continuous improvement and career advancement.
The predicted salary is between 60000 - 75000 £ per year.
The Digital Services & Transformation Manager will support the transformation and optimization strategy for contact centre operations across multiple geographies. This role focuses on driving digital innovation, automation, and standardisation to enhance service delivery efficiency and customer experience outcomes. The position requires strong expertise in operational excellence, a good understanding of contact centre technology, governance frameworks, and continuous improvement methodologies to ensure measurable business impact and stakeholder alignment.
Strategic Planning
- Define and execute the digital transformation roadmap for contact center operations.
- Align transformation initiatives with organizational objectives and client priorities.
- Champion TP Digital products and promote adoption across regions.
Governance & Performance Management
- Adhere to governance frameworks and conduct regular reviews to ensure compliance and alignment.
- Track and report measurable value metrics for transformation initiatives.
- Drive standardisation of execution, to a high quality, in line with service delivery models and in collaboration with key stakeholders.
- Maintain high engagement across all teams throughout the rollout, ensuring deployment is consistent, well-supported, and sustained over time.
Innovation & Digital Solutions
- Identify and implement digital solutions including automation opportunities to improve operational efficiency, in collaboration with digital product teams.
- Be a subject matter expert in TP digital tools and products and their implementation requirements.
- Foster a culture of innovation and continuous improvement across all delivery centres.
- Apply Lean Six Sigma methodologies to optimize processes and reduce waste.
- Identify and develop solutions for internal operational efficiencies.
Customer Experience & Service Excellence
- Enhance customer experience outcomes through process redesign and technology enablement.
- Ensure delivery standards and objectives are met or exceeded against the anticipated outcomes.
Stakeholder Engagement
- Collaborate with local and regional leadership to ensure alignment on priorities and execution.
- Influence senior stakeholders to ensure solutions are embedded and support transformation objectives and investments.
- Successfully deliver prioritised transformation initiatives.
- Drive adoption of TP Digital products across global contact centres.
Operational Efficiency & ROI
- Achieve measurable improvements to optimise costs and improve key business outcomes for TP and its clients.
Qualifications
- 4+ years of experience in contact centre operational management.
- Experience in transformation, automation, and process optimisation.
- Experience in tracking against KPIs and stakeholder engagement at all levels.
- Experience in defining project requirements, planning, and execution.
- Understanding of Lean Six Sigma and continuous improvement methodologies an advantage.
- Knowledge of digital tools, automation platforms, and analytics.
- Ability to design and track KPIs for transformation and operational efficiency.
- Knowledge of contact centre technologies and best practices.
Core Competencies
- Planning and execution of plans in order to embed transformation initiatives.
- Strong analytical and problem-solving skills.
- Excellent communication and influencing skills across cultures and geographies.
- Innovation mindset with a focus on measurable outcomes.
- Experienced operational & performance management preferably in a contact centre environment.
Digital Transformation - Success Manager in Cardiff employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Transformation - Success Manager in Cardiff
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific examples of how you've driven digital transformation or improved operational efficiency in past roles. Make it relatable and impactful!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Use this opportunity to reiterate your enthusiasm for the role and mention something specific from the conversation that resonated with you. It keeps you fresh in their minds!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you a better shot at getting noticed by hiring managers. So, what are you waiting for? Dive in!
We think you need these skills to ace Digital Transformation - Success Manager in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in digital transformation and contact centre operations. We want to see how your skills align with our goals, so don’t hold back on showcasing relevant achievements!
Showcase Your Expertise: When writing your application, emphasise your knowledge of Lean Six Sigma and any digital tools you've worked with. We’re looking for someone who can drive innovation, so let us know how you’ve done this in the past!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key qualifications and experiences. We appreciate clarity and a well-structured application!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join the StudySmarter team!
How to prepare for a job interview at Teleperformance SE
✨Know Your Digital Transformation Stuff
Make sure you brush up on the latest trends in digital transformation, especially in contact centre operations. Be ready to discuss how you've driven innovation and automation in previous roles, and have examples of measurable outcomes to back it up.
✨Showcase Your Stakeholder Engagement Skills
Prepare to talk about your experience in engaging with stakeholders at all levels. Think of specific instances where you influenced senior management or collaborated with teams to achieve transformation goals. This will show that you can align initiatives with organisational objectives.
✨Demonstrate Your Analytical Mindset
Be ready to discuss how you've tracked KPIs and measured the success of transformation initiatives. Bring examples of how you've used data to drive decisions and improve operational efficiency, as this role heavily relies on analytical skills.
✨Emphasise Continuous Improvement
Familiarise yourself with Lean Six Sigma methodologies and be prepared to explain how you've applied them in past projects. Highlight your ability to foster a culture of innovation and continuous improvement, as this is key to enhancing customer experience outcomes.