Assistant Operations Centre Manager Client Services

3 weeks ago

Remote Cloud Campus, 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 preferable (Gateshead, Glasgow and Manchester) or Work at Home

Contract Type: TBC

Salary: 30k-40k

 

 

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
  •  


  • Assistant Operations Centre Manager Client Services

    6 days ago

    Remote (Cloud Campus), 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 preferable (Gateshead, Glasgow and Manchester) or Work at HomeContract Type: TBCSalary: 30k-40k  Job Summary / Overview The Assistant...

  • IT Operations Analyst

    3 days ago

    Remote (Cloud Campus), United Kingdom Teleperformance Full time

     Job Type: Permanent Location: UK WAHA Salary: DOE - Circa £24,500 Hours: 37.5 Hours per week.Monday – Friday 7am – 7pmSome out of hours work may be required. About the Role:IT Operations Analyst required by market leading Contact Centre organisation to work on high profile programme. Successful candidates will join a new and innovative team...

  • Assistant Operations Centre Manager Client Services

    7 days ago

    Remote, UK, 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 preferable (Gateshead, Glasgow and Manchester) or Work at HomeContract Type: TBCSalary: 30k-40k Job Summary / Overview The Assistant...

  • IT Operations Analyst

    4 days ago

    Remote (Cloud Campus), United Kingdom Teleperformance Full time

     Job Type: Permanent Location: UK WAHA Salary: DOE - Circa £24,500 Hours: 37.5 Hours per week.Monday – Friday 7am – 7pmSome out of hours work may be required. About the Role:IT Operations Analyst required by market leading Contact Centre organisation to work on high profile programme. Successful candidates will join a new and innovative team...

  • Contact Centre

    3 weeks ago

    Remote (Cloud Campus), United Kingdom Teleperformance Full time

    We are an equal opportunities employer and we welcome applications from all suitably qualified persons Vacature Overzicht Start Datum: 08/July/2024Salaris: £23,300Locatatie: Werk vanaf huisWerktijden: 07:45 - 16:15 Monday - FridayTrainings duur: 10 dagen, volledig aanwezig zijnContract: PermanentVereisten: Geldig paspoort  Dagelijkse...

  • Compliance Operations Assistant

    2 months ago

    Remote, United Kingdom Tether Operations Limited Full time

    Tether enables businesses - including exchanges, wallets, payment processors, financial services and ATMs - to easily use reserve-backed tokens on blockchains. By leveraging blockchain technology, Tether allows you to store, send and receive digital tokens person-to-person, globally, instantly, and securely for a fraction of the cost of alternatives....

  • Technical Operations Centre Team Leader

    2 weeks ago

    Remote, United Kingdom Spherica Business Solutions Ltd Full time

    **Job Title**:Technical Operations Centre Team Leader **Employment Type**: 37.5hrs a week - Days - 4 & 5 day working week available**.** **Location**: Hybrid remote with requirement to travel to Birmingham, London and Walsall **Salary**:£**41K - £43.5K DOE **Start Date**: Q2/3,2024 We are an Automation and Innovation IT Managed Service Provider who...

  • Customer Services Administrator

    2 weeks ago

    Remote, United Kingdom Micheldever Tyre Services Full time

    **Operations Support Coordinator** Micheldever Tyre Services is looking for a dynamic and customer focused coordinator to provide customer service administrative and analytical support to support the entire Fleet Services team. As an Operations Support Coordinator you will be responsible for ensuring the optimal efficiency of all Fleet Service operations...

  • Client Services Executive

    2 weeks ago

    Remote, United Kingdom IT Governance Ltd Full time

    We are offering an excellent opportunity for an enthusiastic and motivated client services executive to join our team. You will be the first point of contact for our worldwide customer base - being key in managing our client relationships. Want to build worldwide relationships? Come and join our team! **You will be responsible for**: - Assisting with...

  • Customer Service Executive

    7 days ago

    Remote, United Kingdom UK Call Centre Limited Full time

    **Job Title**: Remote Call Centre Executive (Weekends Only) **Location**: Remote (Work from Home) **Company**: UKCC **Job Type**: Part-Time (Weekends Only) 4-20 hrs per week. **Schedule**:Weekends only Day shift Night shift Evening shift Overtime We are seeking a motivated and experienced call centre representative to work remotely on weekends only. In...

  • Trainer - Customer Services - Centre of Excellence

    3 weeks ago

    Remote, United Kingdom Medequip Assistive Technology Ltd Full time

    **Job description** Basic Salary: £32,000 Hours/Shifts: 37.5 hours per week Medequip are a leading provider of Health Care Solutions Our VISION- Keeping people independent for longer - To ensure that the right product, in the right condition is delivered and installed in an appropriate and caring manner. Medequip as a values-driven organisation places...

  • Call Centre Operative

    4 days ago

    Remote, United Kingdom Psychiatry-UK Full time

    Are you looking for a challenging yet rewarding role as part of a supportive, person-centred organisation? An opportunity to unlock your potential in a fast-growing, and exciting environment?If you are a dynamic, hard-working and flexible professional with excellent communication and administration skills, we'd love to give you the opportunity to impress us...

  • Contact Centre Agent

    4 days ago

    Remote, United Kingdom MSC Cruises Full time

    Job PurposeKey Responsibilities Promotes MSC Cruises products and services to generate revenue Assists clients with specialist support and aftersales service, such as reservations changes, purchase of additional services, and special requests Provides relevant information to clients to enhance customer service and loyalty Assists clients with their online...

  • Contact Centre Agent

    3 weeks ago

    Remote, United Kingdom MSC Cruises Full time

    **Job Purpose** **Key Responsibilities** - Promotes MSC Cruises products and services to generate revenue - Assists clients with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests - Provides relevant information to clients to enhance customer service and loyalty - Assists clients...

  • Operations Assistant

    3 weeks ago

    Remote, United Kingdom Holder & Combes Accounting Full time

    Fully Remote Flexible hours circa 30 - 40 hours per week across a minimum of 4 days ideally. \*\*£25K - £30k pro rata. Are you in an adminsitration or operations position looking for more room to grow? Do you have experience working handling legal compliance work for an Accountancy, Law firm or similar?\*\* H&C Accounting (formally Making Tax Work) is...

  • Operations Assistant

    3 weeks ago

    Remote, United Kingdom Holder & Combes Accounting Full time

    Fully Remote Flexible hours circa 30 - 40 hours per week across a minimum of 4 days ideally. \*\*£25K - £30k pro rata. Are you in an adminsitration or operations position looking for more room to grow? Do you have experience working handling legal compliance work for an Accountancy, Law firm or similar?\*\* H&C Accounting (formally Making Tax Work) is...

  • Counselling Practice Administrator

    2 weeks ago

    Remote, United Kingdom Leone Centre Full time

    **Remote Counselling Practice Administrator** We have a unique opportunity for a remote or London based administrator (must be UK based). You will be an integral part of the Leone Centre service, a much-valued service provider that has developed a great reputation over many years for quality and excellence around therapy and consultancy. Bringing together...

  • Client Services Administrator

    2 days ago

    Remote, United Kingdom Accounting Wise Full time

    **Client Services Administrator - Accounting Practice Administrator** We are currently recruiting for a talented and ambitious Client Services Administrator to join our growing team. We are an online accountancy practice who provide traditional accountancy services in a modern way throughout the whole of the UK. The role is fully home-based and comes with...

  • Global IT Service Management Coordinator

    3 weeks ago

    Remote, United Kingdom PSI Services Full time

    Posting Details - Posted: February 13, 2023Full-Time - Locations- Showing 1 locationRemote, EMEA 00000, GBR - Job DetailsDescription **About PSI**: At PSI, our mission is to help people meet their potential. That is our core purpose, enabling our vision to empower people in their careers and drive organizational success. We achieve this by being the one...

  • Payroll Specialist

    2 months ago

    Remote, United Kingdom Your Payroll Manager Ltd Full time

    **Reports to**: Payroll Operations Manager **Hours**: 30 - 40 hours pw **Pay**: £12.56 - £14.10ph Mission / Purpose The Payroll Administrator role is a “Do It” role. Its purpose is to ensure the Bureau is delighting its customers, while driving internal operational efficiencies and owning execution. You will understand all payrolls and assume...