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- Tasks: Lead and manage daily operations of the Contact Centre, ensuring performance and financial targets are met.
- Company: Join Teleperformance, a leader in customer experience management and digital solutions.
- Benefits: Enjoy a competitive salary up to £65K and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values engagement, diversity, and innovation in a fast-paced environment.
- Qualifications: Bachelor’s degree or equivalent experience; 3-5 years in upper management, preferably in a contact centre.
- Other info: Work in Glasgow with occasional travel; embrace a culture of safety and ethical practices.
The predicted salary is between 39000 - 91000 £ 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
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
- Supporting Management of financial planning and control
- Supporting 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
- Participate in monthly and quarterly improvement meetings
- Continuously investigate and introduce process improvement measures and either signing off actions or escalating 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 & harassment, and any other unethical behaviours or practices
- Other duties as assigned.
Main Job Requirements
Education and Specific Training
- Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales)
Work Experience
- 3 years of upper management experience in a contact centre environment, or 5 years’ upper management experience in another high-paced industry
Special Certifications
- Experience of working with in in the Financial Services sector, preferred
- Experience in both back office and Contact Centre environments
- Experience of leading large teams (150+) with strong focus on engagement and work culture
Required Skills
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
- Superior analytical ability
- Superior 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
- Employee & Client satisfaction orientated
Salary up to £65K
Contact Centre Manager employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Make sure to 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 discussions.
✨Tip Number 2
Highlight your experience in managing large teams, especially in high-paced environments. Be prepared to share specific examples of how you've fostered employee engagement and improved work culture in your previous roles.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to drive decision-making and operational improvements. Being able to talk about your experience with advanced Excel tools will set you apart from other candidates.
✨Tip Number 4
Demonstrate your understanding of the financial services sector and how it relates to contact centre operations. This knowledge will be crucial in showing that you can effectively manage financial targets and client relationships.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre management and financial services. Emphasize your leadership skills and any achievements that demonstrate your ability to meet performance and financial targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and client-centricity. Mention specific examples of how you've successfully led teams and improved operational efficiency in previous roles.
Highlight Relevant Skills: Clearly outline your technical skills, especially your proficiency with Microsoft Office tools and advanced Excel capabilities. Mention your analytical abilities and how they have contributed to decision-making in past positions.
Showcase Leadership Experience: Detail your experience in managing large teams and fostering employee engagement. Provide examples of how you've developed team members and created a positive work culture, aligning with the company's values.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
As a Contact Centre Manager, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on engagement and performance improvement.
✨Understand Financial Metrics
Since the role involves financial accountability, be ready to discuss your experience with P&L management and how you've achieved financial targets in previous positions. Familiarize yourself with key financial metrics relevant to the contact centre industry.
✨Emphasize Client-Centricity
The company values a client-centric approach. Be prepared to share instances where you've built strong relationships with clients and how you ensured their needs were met, leading to improved performance outcomes.
✨Demonstrate Problem-Solving Skills
Highlight your ability to identify issues and implement effective solutions. Prepare to discuss specific challenges you've faced in a contact centre environment and the strategies you used to overcome them.
