Assistant Contact Centre Manager

1 week ago

Manchester, United Kingdom Teleperformance Full time

Job Title: Assistant Operations Center Manager

Department: Operations (Public Sector)

Management Responsibility for: Team Leaders

Travel Required: Yes - Infrequent

Reports to: Operations Centre Manager

Location: Site-Based Manchester

Contract Type: TBC

Job Summary / Overview

 

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 and/or working at home (WAH)

 

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

 

  • Leading a team to drive positive work culture and staff engagement
  • Manages and is responsible for day-to-day activities of their assigned line/s of business
  • Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved
  • Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.
  • Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
  • Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders
  • Meets with Team Leaders as required to make intra-day adjustments to game plans where required based on performance throughout the day
  • Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
  • Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
  • Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
  • Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
  • Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Team Leader, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
  • Ensures Team Leaders are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
  • Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages
  • 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, including Monthly Business Reviews, Quarterly Business Reviews and site visits
  • Able to effectively manage multiple priorities to ensure successful outcomes
  • Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs
  • Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives
  • Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively
  • Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed
  • Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
  • Work with your AOM 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

  • Teleperformance Leadership Induction Programme (will be provided on appointment)
  • Teleperformance TOPS training (will be provided on appointment)
  • Product Training on client account (will be provided on appointment)

 

Work Experience

  • 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry

Special Certifications

  • JUMP ACCM certification (for internal promotions only)

 

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
  • Excellent analytical ability
  • Excellent 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
  • Strategic thinker
  • Resilient
  • Coaching focus
  • Employee satisfaction orientated
  • Self-motivated and can motivate others
  • 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


  • Contact Service Coordinator

    5 months ago

    Manchester, United Kingdom Help Handz Child Contact Centre Full time

    This post is for a qualified social worker (or someone with similar qualifications or experience) to assess and manage risk in relation to child contact activities and support decision-making regarding child contact arrangements. - To coordinate and manage a team of sessional staff to ensure seamless service provision for families that utilize child contact...

  • Assistant Contact Centre Manager

    1 week ago

    Manchester, United Kingdom Teleperformance Full time

    Job Title: Assistant Operations Center Manager Department: Operations (Public Sector) Management Responsibility for: Team Leaders Travel Required: Yes - Infrequent Reports to: Operations Centre Manager Location: Site-Based Manchester Contract Type: TBC Job Summary / Overview The Assistant Operations Centre Manager (AOCM) is responsible for delivering high...

  • Contact Centre Collections Manager

    1 month ago

    Manchester, United Kingdom Bristow and Sutor Group Full time

    Company Description Who are we? •Debt Recovery Plus part of the Bristow & Sutor Group – employing over 500 people •Specialists in the recovery of outstanding parking charges •Based in great offices just off the M60 in Denton (Tameside) •Modern organisation that delivers excellence to customers...

  • Assistant Contact Centre Manager

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    Job Title:Assistant Operations Center Manager Department:Operations (Public Sector) Management Responsibility for:Team Leaders Travel Required: Yes - Infrequent Reports to: Operations Centre Manager Location:Site-Based Manchester Contract Type:TBC Job Summary / OverviewThe Assistant Operations Centre Manager (AOCM) is responsible for delivering high levels...

  • Assistant Contact Centre Manager

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    Job Title: Assistant Operations Center ManagerDepartment: Operations (Public Sector)Management Responsibility for: Team LeadersTravel Required: Yes - InfrequentReports to: Operations Centre ManagerLocation:

  • Contact Centre Team Lead

    1 month ago

    Manchester, United Kingdom CV-Library Full time

    Job Title: Contact Centre Team LeadJoin our team as a Contact Centre Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for overseeing a team of collectors, managing their performance, and resolving issues efficiently.Key Responsibilities:Team Management:...

  • Contact Centre Team Lead

    1 month ago

    Manchester, United Kingdom CV-Library Full time

    Job Title: Contact Centre Team LeadJoin our team as a Contact Centre Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for overseeing a team of collectors, managing their performance, and resolving issues efficiently.Key Responsibilities:Team Management:...

  • Quality Controller

    5 months ago

    Manchester, United Kingdom Bridge of Hope Full time

    ** Job Title: Quality Controller (Contact Centre)** **Salary Range**: £27,500 - £30,000 per annum (pro-rata for contract) **Contract Duration**: 4-6 weeks **Key Responsibilities**: - Listen to recorded or live customer calls to assess agent performance and adherence to quality standards. - Evaluate calls based on predetermined criteria such as accuracy,...

  • Contact Centre Agent

    5 months ago

    Manchester, United Kingdom Richard Abson Group Full time

    **Role - Contact Centre Customer Advisor** **Location - Manchester** **Salary - £22,500 OTE £25,000** Richard Abson Group are assisting a main car dealership group in finding them a Customer Service Advisor for their contact centre. Your role will be to book customers vehicles in for service, maintenance, or repair work. You’ll be maintaining a good...

  • Contact Centre Team Lead

    4 weeks ago

    Manchester, United Kingdom Bristow and Sutor Group Full time

    Job Title: Contact Centre Team LeadJoin Bristow & Sutor Group, a leading provider of debt recovery services, as a Contact Centre Team Lead. In this role, you will be responsible for managing a team of collectors and driving performance to achieve set targets and objectives.Key Responsibilities:Lead, motivate, and manage collectors to achieve set targets and...

  • Contact Centre Team Lead

    4 weeks ago

    Manchester, United Kingdom Bristow and Sutor Group Full time

    Job Title: Contact Centre Team LeadJoin Bristow & Sutor Group, a leading provider of debt recovery services, as a Contact Centre Team Lead. In this role, you will be responsible for managing a team of collectors and driving performance to achieve set targets and objectives.Key Responsibilities:Lead, motivate, and manage collectors to achieve set targets and...

  • Contact Centre Team Lead

    4 weeks ago

    Manchester, United Kingdom https:jobs-redefined.cositemap Full time

    Job Title: Contact Centre Team LeadJoin our team as a Contact Centre Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for leading a team of collectors and ensuring they meet performance targets and objectives.Key Responsibilities:Lead, motivate, and manage a...

  • Contact Centre Team Lead

    4 weeks ago

    Manchester, United Kingdom https:jobs-redefined.cositemap Full time

    Job Title: Contact Centre Team LeadJoin our team as a Contact Centre Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for leading a team of collectors and ensuring they meet performance targets and objectives.Key Responsibilities:Lead, motivate, and manage a...

  • Contact Centre Executive

    5 months ago

    Manchester, United Kingdom Manchester United Full time

    **Contact Centre Advisor** **Location: Old Trafford** **At Manchester United our aim is to Win the United Way - and the quality of our behind-the scenes team sets us apart from the competition.** **Our people are as committed to the success of the company as the players are to winning trophies. We offer a unique and exciting working environment, excellent...

  • Assistant Contact Centre Manager

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    Job Title: Assistant Operations Center ManagerDepartment: Operations (Public Sector)Management Responsibility for: Team LeadersTravel Required: Yes - InfrequentReports to: Operations Centre ManagerLocation: Site-Based ManchesterContract Type: TBCJob Summary / Overview The Assistant Operations Centre Manager (AOCM) is responsible for delivering high levels...

  • Assistant Contact Centre Manager

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    Job Title: Assistant Operations Center ManagerDepartment: Operations (Public Sector)Management Responsibility for: Team LeadersTravel Required: Yes - InfrequentReports to: Operations Centre ManagerLocation: Site-Based ManchesterContract Type: TBCJob Summary / Overview The Assistant Operations Centre Manager (AOCM) is responsible for delivering high levels...

  • Contact Centre Executive

    5 months ago

    Manchester, United Kingdom Manchester United Full time

    **Purpose**: The Supporter Services Centre provides Manchester United’s valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates and more. As a Contact Centre Executive, you will be responsible for ensuring enquiries are handled in an...

  • Contact Centre Team Leader

    5 months ago

    Manchester, United Kingdom Platinum Financial Recruitment Full time

    **LOCATION** **Manchester** **SALARY** **£27000 - £29000** **JOB TYPE** **Permanent** **REF** **AW2308-02_1690902651** **Contact Centre Team Leader** **Manchester City Centre** **Up to £29,000 + bonus (OTE £40,000+)** If you demonstrate strong, strategic leadership skills and are currently managing a high performing team yet your current...

  • Payroll Contact Centre Admin Assistant

    5 months ago

    Manchester, United Kingdom Manchester University NHS Foundation Trust Full time

    Ensures that all service desk queries and telephone communications are triaged and direct ed to the responsible Payroll or Pensions team and/or team member. Support Payroll Services Team Leaders with all admin tasks Triages the main Payroll Services Help Desk queries, categorise and assign the service requests to the appropriate team to resolve with the...

  • Contact Centre Team Leader

    5 months ago

    Manchester, United Kingdom Platinum Financial Recruitment Full time

    **LOCATION** **Manchester** **SALARY** **£29000 - £35000** **JOB TYPE** **Permanent** **REF** **ZC1803-0723(5)_1689778764** **Contact Centre Team Leader X3** **£27,000 - £29,000 basic + monthly bonuses = £42,000 per year** We have a brand new opening for an experienced team leader, or senior looking to step up This is the chance for you to be...