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- Tasks: Lead and optimise call centre operations to achieve financial and service excellence.
- Company: Dynamic company in Newcastle Upon Tyne with a focus on high-performance culture.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Join a forward-thinking team that values innovation and customer success.
- Why this job: Make a real impact by driving performance and leading talented teams.
- Qualifications: 2+ years in senior contact centre management with proven leadership skills.
The predicted salary is between 48000 - 72000 £ 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.
- At least 2 years at CCM level or equivalent.
- 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.
- 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.
Director of Operations (Newcastle Upon Tyne) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Operations (Newcastle Upon Tyne)
✨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 about reaching out on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase how you can contribute to their high-performance culture and achieve those financial targets.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in managing complex campaigns and achieving KPIs makes you the perfect fit for the role. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals who can drive results and inspire teams. Your next big opportunity could be just a click away!
We think you need these skills to ace Director of Operations (Newcastle Upon Tyne)
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight your extensive experience in managing call centres. We want to see how you've achieved financial targets and maintained excellent client relationships in your previous roles.
Be a Team Player: We love a good team player! In your application, share examples of how you've led and motivated teams to achieve high performance. Show us how you can build a culture of openness and success within the workplace.
Demonstrate Your Commercial Awareness: Make sure to convey your solid commercial awareness in your application. Talk about how you've identified new business opportunities and driven them forward, as this is key for us at StudySmarter.
Tailor Your Application: Don't forget to tailor your application to the job description! Use the same language and keywords that we’ve included, and make sure to apply through our website for the best chance of standing out.
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As a Director of Operations, you'll need to demonstrate your understanding of financial targets. Brush up on key metrics like revenue generation and operational profitability. Be ready to discuss how you've achieved these in past roles, as numbers speak volumes.
✨Showcase Your Leadership Style
This role requires inspiring leadership. Prepare examples of how you've built high-performance teams and fostered a culture of achievement. Think about specific situations where you motivated your team to exceed client expectations or improve service levels.
✨Understand the Client's Needs
You’ll be working closely with clients, so it’s crucial to show that you can build strong relationships. Research the company’s current clients and think about how you can enhance those relationships. Be ready to discuss how you've successfully managed client expectations in the past.
✨Be Ready for Change Management Questions
Given the dynamic nature of call centres, expect questions about managing change. Prepare to share your experiences in implementing new processes or technologies. Highlight your ability to adapt and lead teams through transitions while maintaining productivity.