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For Companies 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.
- 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.
- Other info: Opportunity to shape a high-performance culture and influence business growth.
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 Scotland employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Operations Manager (Temporary) in Scotland
✨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 or can put in a good word for you.
✨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 tailor your responses and show that you're not just another candidate, but someone who genuinely fits into their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and how you've driven results in past roles, especially in call centre environments.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals who can help us achieve our goals. Plus, applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Business Operations Manager (Temporary) in Scotland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Business Operations Manager role. Highlight your experience in managing call centres and achieving financial targets, as well as your leadership skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams to success and met client requirements. Remember, we love a good story!
Show Off Your Communication Skills: Since excellent communication is key for this position, make sure your application reflects that. Keep your language clear and concise, and don’t shy away from showcasing your ability to build strong relationships with clients and teams.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Let’s get started on this journey together!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
Before the interview, brush up on your financial metrics and KPIs relevant to call centre operations. Be ready to discuss how you've achieved targets in previous roles, as this will show your potential employer that you understand the importance of financial performance.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills and how you've built high-performance teams. Think about specific situations where you motivated your team or improved morale, as this will demonstrate your ability to lead effectively in a dynamic environment.
✨Understand Client Needs
Research the company’s client base and their specific needs. Be prepared to discuss how you would approach building strong relationships with clients and how you can drive performance to meet their expectations. This shows that you’re not just focused on internal metrics but also on client satisfaction.
✨Be Ready for Change Management Questions
Given the nature of call centres, be prepared to discuss your experience with change management. Have examples ready that illustrate how you've successfully implemented changes in processes or technology, and how you managed any resistance from staff.
