Operations Centre Manager

2 weeks ago

SouthendonSea, Southend-on-Sea, United Kingdom Teleperformance Full time
Job Summary

Teleperformance is seeking an experienced Operations Centre Manager to lead our team and drive business success. As a key member of our operations team, you will be responsible for managing day-to-day activities, ensuring performance and financial targets are met, and fostering a culture of high employee engagement.

Key Responsibilities
  • Operational Leadership: Manage and oversee the daily operations of the contact centre, ensuring compliance with policies and procedures, and achieving key performance indicators (KPIs).
  • Financial Management: Own and deliver financial targets, controlling spend and creating plans to rectify any deviations from financial forecasts.
  • Team Management: Lead, manage, and develop a team of Assistant Operations Centre Managers, focusing on developing a highly motivated operation.
  • Client Relationship Management: Work closely with clients to understand their business needs and strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations.
  • Process Improvement: Continuously investigate and introduce process improvement measures, ensuring the delivery of performance focus areas.
  • Health and Safety: Ensure the health, safety, and welfare of yourself, your team, and surrounding colleagues, promoting a strong health and safety culture.
  • Culture and Values: Foster a working culture that embodies the Teleperformance values of Professionalism, Integrity, Commitment, Innovation, and Respect, and has a zero-tolerance attitude towards bullying and harassment.
Requirements
  • Education: Bachelor's degree or equivalent experience in a call centre or business-related field.
  • Experience: 3 years of upper management experience in a contact centre environment or 5 years' upper management experience in another high-paced industry.
  • Certifications: Experience working in the Public Sector, preferred. Experience in both back office and Contact Centre environments.
Skills
  • Technical Skills: Comprehensive computer skills, proficient use of Microsoft Office tools, and ability to use Excel's advanced analytical tools.
  • Competencies: Achievement-oriented, superior analytical ability, superior communication skills, robust and commercially balanced decision-making, flexibility, sound reasoning and judgement, excellent leadership and management skills, planning and organising, lead by example/integrity, problem-solving, employee and client satisfaction-oriented, self-motivated, highly advanced team building skills, strategic and commercial thinker, high levels of resilience and focus, coaching focus, advanced facilitation and presentation skills, advanced KPI knowledge and understanding, commercially astute, driven to succeed, continuous improvement mindset.

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