[TPUK]
Job Title:Assistant Operations Manager
Department:Operations (BFSI)
Management Responsibility for:Team Leaders
Travel Required: Infrequent
Reports to: Operations Centre Manager
Location: Bristol Hybrid
Contract Type:Perm
Grade:TBC
Job Summary / Overview
The Operations Assistant Manager (OAM) is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional 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 can be based on site or working at home (WAH)
Key Responsibilities and Accountabilities(may perform other duties as requested not specifically addressed in this document)
1. Leading a team to drive positive work culture and staff engagement
2. Manages and is responsible for day-to-day activities of their assigned line/s of business
3. 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
4. Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders
5. 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
6. 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
7. Meets with Team Leaders as required to make intra-day adjustments to game plans where required based on performance throughout the day
8. Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin
9. Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets
10. Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
11. Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders
12. 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
13. 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
14. 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 minimize cost leakages
15. Works together with internal departments to meet clients deliverables
16. Manages a healthy program performance scorecard based on annual strategic plans
17. Manages Clients escalations processes
18. Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits
19. Able to effectively manage multiple priorities to ensure successful outcomes
20. 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
21. 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
22. Fosters a culture of high employee engagement, where local, national, and global recognition programs, awards, incentives and engagement initiatives are delivered effectively
23. 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
24. Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues
25. Work wit