At a Glance
- Tasks: Lead and optimise call centre operations to achieve financial and service targets.
- Company: Dynamic company focused on delivering exceptional client services.
- Benefits: Competitive pay, professional growth opportunities, and a supportive work environment.
- Other info: Opportunity to shape a high-performance culture and influence business growth.
- Why this job: Join a team where your leadership can drive real change and success.
- Qualifications: 2+ years in a senior contact centre role with proven leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements and KPIs. To lead, develop, motivate, manage and organise a number of teams across different client requirements through development of a high-performance culture. To be an effective member of the senior management team.
Experience
- Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment.
- Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth.
- Proven track record in achieving financial targets including revenue, profit and margin achievement.
- Proven track record in achieving non-financial targets including grade of service, client specific KPIs.
Qualifications
- At least 2 years at CCM level or equivalent.
Skills/Personal Attributes
- Excellent communication skills.
- The ability to build a culture of openness, achievement and commercial success.
- Proven track record in leadership of successful teams.
- Must be able to work independently with remote management.
- Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.
- Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers, understand their needs and deliver commercial success.
- Demonstrates the ability to challenge traditional approaches and looks for better ways of working.
- Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term.
- Drives for results and conveys urgency in driving issues to a conclusion.
- Ability to persuade and influence others with proven negotiations.
- Inspiring leader who can build a high morale, high performance culture.
- Influences others and adds value in the delivery of the operational goals and targets.
- Actively contributes to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.
- Good understanding of call centre technologies and proven experience of optimising the same.
- Succession planning.
Key Results Area
- Achieving Financial & Non-Financial Targets: Drive centre profitability through dynamic process management, enhanced resource utilisation, ensure the operational financial goals for the centre are met on a month by month basis and contribute to the overall financial objectives of the company.
- Proactively analyse industry needs/trends and make recommendations to the Board as the need arises.
- Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential.
- Identify and control business costs, recommend and implement improvements of budget performance and improve control mechanisms in conjunction with the Commercial function.
- Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients.
- Design, develop, deliver and monitor client, internal processes and KPIs.
- Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control.
- Identify opportunities to improve productivity.
Effective Operational Call Centre Management
- Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
- Liaise with all departments to ensure KPI/SLAs are achieved.
- Provide knowledgeable reference point for problem resolution and escalated contacts.
- Ensure valid information is provided in handover to incoming duty manager and relevant others.
Business Operations Manager (Temporary) in Liverpool employer: Teleperformance
As a Business Operations Manager at our dynamic call centre, you will thrive in a culture that prioritises high performance and employee development. We offer competitive financial rewards, a supportive work environment, and opportunities for professional growth, all while being part of a team that values innovation and excellence in client service. Join us to make a meaningful impact in a role that not only challenges you but also empowers you to lead and inspire others.
StudySmarter Expert Advice🤫
We think this is how you could land Business Operations Manager (Temporary) in Liverpool
✨Leverage Your Network
Tap into your existing network in corporate circles—friends, former colleagues, or even acquaintances from industry events. A temporary role often isn't widely advertised, so having someone inside a company like Teleperformance can give you the inside scoop or even a referral.
✨Stay Alert for Short-term Opportunities
Many corporate leadership roles are filled during peak business cycles or project launches. Keep your eyes peeled for announcements or staffing needs from companies like Teleperformance; they might be looking for temporary support during busy times.
✨Showcase Your Flexibility
In temporary roles, adaptability is key. When you're chatting with potential employers, emphasise your ability to quickly adjust to new challenges and demands. Highlight specific instances where you've successfully managed change or stepped into new projects on short notice.
✨Join Corporate Management Forums
Get involved in online corporate management forums or local business groups. Networking in these spaces can help you discover temporary opportunities as well as gather insights about industry trends. Plus, being active in these communities can help you establish yourself as a knowledgeable candidate when applying to places like Teleperformance.
We think you need these skills to ace Business Operations Manager (Temporary) in Liverpool
Some tips for your application 🫡
Highlight Your Leadership Experience:For a role in corporate leadership management, it’s crucial to emphasise your past leadership experiences. Mention specific projects where you led teams or initiatives, detailing the outcomes and skills you developed. This shows that you understand what it takes to guide a team and deliver results.
Show Your Adaptability for Temporary Roles:Since this is a temporary position, employers will be looking for someone who can hit the ground running. In your cover letter, explain why you're interested in a temporary role at Teleperformance and how your previous experience equips you to adapt quickly to new challenges.
Include Relevant Certifications:If you have any certifications in project management, team leadership, or similar areas, definitely include them in your CV. These credentials can set you apart from other applicants, showing you’re not just qualified but also committed to your professional growth.
Tailor Your CV to the Company Culture:Take some time to research Teleperformance's values and leadership style. Adjust your CV language and examples to reflect their culture, demonstrating that you're not only a good fit for the job itself but for the organisation as a whole. This adds a personal touch that can really make your application stand out.
How to prepare for a job interview at Teleperformance
✨Show Off Your Leadership Stories
For a temporary role in corporate leadership management, we want to hear your stories! Think of specific examples where you’ve led teams or projects successfully, particularly under tight deadlines or challenging situations. This isn't just about what you did, but how your actions positively impacted the team or the business.
✨Be Ready for Situational Questions
Expect situational interview questions where you'll need to demonstrate your problem-solving and decision-making skills. Think of common scenarios in corporate settings, like managing a conflict or implementing a new strategy, and practice articulating your thought process and outcomes. This will help show off your ability to navigate corporate complexities.
✨Talk Strategy, Not Just Tasks
In a temporary leadership role, understanding the bigger picture is crucial. Brush up on strategic management principles and be prepared to discuss how you can quickly adapt and contribute to the company's objectives. Consider how you would initiate change or drive efficiency within a limited time frame—this will show that you're ready to hit the ground running!
✨Demonstrate Flexibility and Adaptability
Given the temporary nature of this position, we need to see how adaptable you are! Think of examples where you've had to adjust your leadership style or approach based on team dynamics or company culture. We want to know how you can blend in quickly while still making an impact during a short-term engagement.
