Backoffice

Operations (Public Sector)
Management Responsibility for: Team Leaders
Travel Required : Yes - Infrequent
Contract Type: TBC
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)
Leading a team to drive positive work culture and staff engagement
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
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
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
Manages a healthy programme performance scorecard based on annual strategic plans
Demonstrates understanding on Teleperformances tools and processes, and a deep understanding of the clients 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
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
Education and Specific Training
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

JUMP ACCM certification (for internal promotions only)

Comprehensive computer skills
Proficient use of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and others
Planning and organising
Coaching focus
Advanced team building skills
Project management skills