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. Working closely with all key stakeholders within the campaign, this role will be based on site and/or working at home (WAH).

Responsibilities and Accountabilities:

• Leading a team to drive positive work culture and staff engagement.
• Managing and being responsible for day-to-day activities of their assigned line/s of business.
• Being fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and taking appropriate steps to ensure good performance is consistently achieved.
• Following all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
• Leading daily supervisor meetings and working together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas.
• Evaluating business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders.
• Meeting with Supervisors as required to make intra-day adjustments to game plans based on performance throughout the day.
• Proactively maintaining and delivering the required service levels whilst maximising productivity in the team to ensure the desired operational margin.
• Supporting, motivating, evaluating, developing and coaching their Team Leaders to continually meet and exceed their individual/team targets.
• Providing opportunities for continuous development of their people, and making appropriate succession plans for emerging talent to nurture the next generation of operational leaders.
• Carrying out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development.
• Ensuring Supervisors are likewise carrying out reviews with their agents and performing audits to ensure high quality conversations are taking place, and appropriate support is being applied.
• Being commercially astute and effectively balancing the employee, business and client needs in decision-making approach.
• Working together with internal departments to meet client’s deliverables.
• Managing a healthy programme performance scorecard based on annual strategic plans.
• Managing Client’s escalations processes.
• Participating in client/prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits.
• Able to effectively manage multiple priorities to ensure successful outcomes.
• Demonstrating understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs.
• Building relationships and always working closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives.
• Fostering a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively.
• Driving a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions.
• Being responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Working with your AOM/CSAM to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system.
• Identifying opportunities for continual improvement.
• Leading by example and consistently demonstrating the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction.
• Fostering 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.

Qualifications:

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

Special Certifications:

• JUMP ACCM certification (for internal promotions only).

Technical 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 & judgment.
• 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.