Customer Service Assistant Manager

The Assistant Operations Centre Manager (AOCM) 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 at either Gateshead, Scotland or Manchester central.

• Leading a team to drive positive work culture and staff engagement.
• Accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate.
• Follows all steps of Teleperformance Operating Standards, ensuring the methodology flows through their business area via their Team Leaders.
• Leads daily supervisor meetings and works together with their team, CCM and other stakeholders as necessary to identify issues and generate action plans.
• Evaluates business area performance on a daily, weekly and monthly basis.
• Meets with Supervisors as required to make intra-day adjustments to game plans based on performance.
• Proactively maintains and delivers the required service levels whilst maximising productivity in the team.
• Supports, motivates, evaluates, develops and coaches their Team Leaders.
• Provides opportunities for continuous development of their people and makes appropriate succession plans for emerging talent.
• Carries out monthly 121s, quarterly reviews and annual appraisals of performance for each Supervisor.
• Ensures Supervisors are carrying out reviews with their agents and performs audits to ensure high quality conversations.
• Is commercially astute and can effectively balance the employee, business and client needs in decision-making.
• Works together with internal departments to meet client’s deliverables.
• Manages a healthy programme performance scorecard based on annual strategic plans.
• Manages Client´s escalations processes.
• Participates in client/prospective client meetings as required.
• Able to effectively manage multiple priorities to ensure successful outcomes.
• Demonstrates understanding of Teleperformance’s tools and processes.
• Builds relationships and works closely with own team and key stakeholders.
• Fosters a culture of high employee engagement.
• Drives a business culture where data protection, security and prevention of fraud is a top priority.
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect.
• Fosters a working culture built on embracing diversity, respect and positivity.

• Education and Specific Training: Internal promotions only, Teleperformance Leadership Induction Programme, Teleperformance TOPS training, Product Training on client account.
• Work Experience: 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry.
• Required Skills: Comprehensive computer skills, proficient use of Microsoft Office tools, ability to use Excel’s advanced analytical tools.
• Competencies and Specific Skills: Achievement oriented, excellent analytical ability, excellent communication skills, robust and commercially balanced decision-making, flexibility, sound reasoning & judgement, excellent leadership and management skills, planning and organising, problem solving, strategic thinker, resilient, coaching focus, employee satisfaction orientated, self-motivated, 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.