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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.
- 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.
- 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.
- Enhance customer experience outcomes through process redesign and technology enablement.
- Ensure delivery standards and objectives are met or exceeded against the anticipated outcomes.
- 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.
- 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 Leeds 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 Leeds
✨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 chat with potential employers, make sure to highlight your experience in digital transformation and operational excellence. Use specific examples of how you've driven innovation and improved processes in past roles.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out to companies you admire and express your interest in working with them. Tailor your message to show how your skills align with their goals, especially in areas like automation and customer experience.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in digital tools and contact centre technologies. This not only boosts your knowledge but also shows potential employers that you're committed to continuous improvement and innovation in the field.
We think you need these skills to ace Digital Transformation - Success Manager in Leeds
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 continuous improvement methodologies. We’re looking for someone who can drive operational excellence, 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 achievements and skills. Remember, clarity is key when communicating your experience!
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, we can ensure your application gets the attention it deserves and you’ll be one step closer to joining our team at StudySmarter!
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 your previous roles, and have specific examples at hand to showcase your expertise.
✨Align with Their Goals
Before the interview, take a good look at the company's objectives and how they align with the role. Be prepared to talk about how your experience can help them achieve their transformation roadmap and improve customer experience outcomes.
✨Showcase Your Analytical Skills
Since this role involves tracking KPIs and measuring success, be ready to demonstrate your analytical prowess. Bring examples of how you've used data to drive decisions and improve operational efficiency in past projects.
✨Engage and Influence
This position requires strong stakeholder engagement, so practice how you'll communicate and influence across different levels. Think of scenarios where you've successfully collaborated with leadership or influenced change, and be ready to share those stories.