Job Title: Customer Service Assistant Manager
Department: Operations (Public Sector)
Management Responsibility for: Supervisors
Travel Required: Yes – Infrequent
Reports to: Customer Service Manager
Location: Gateshead Only
Grade: TBC
Job Summary / Overview
The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager 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 Supervisors 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 Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
Ensures Supervisors 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/CSAM 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