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)
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 Supervisors 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 Supervisor, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
13. 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
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 minimise cost leakages
15. Works together with internal departments to meet client’s deliverables
16. Manages a healthy programme performance scorecard based on annual strategic plans
17. Manages Client´s 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 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
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 programmes, 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 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.
26. Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
27. 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
28. Other duties as assigned.
Main Job Requirements
Education and Specific Training
29. Teleperformance Leadership Induction Programme (will be provided on appointment)
30. Teleperformance TOPS training (will be provided on appointment)
31. Product Training on client account (will be provided on appointment)
Work Experience
32. 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry
Special Certifications
33. JUMP ACCM certification (for internal promotions only)
Required Skills
Technical Skills
34. Comprehensive computer skills
35. Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
36. Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred
Competencies and Specific Skills
37. Achievement oriented
38. Excellent analytical ability
39. Excellent communication skills
40. Robust and commercially balanced decision-making
41. Flexibility
42. Sound reasoning & judgement
43. Excellent leadership and management skills
44. Planning and organising
45. Lead by example / integrity
46. Problem Solving
47. Strategic thinker
48. Resilient
49. Coaching focus
50. Employee satisfaction orientated
51. Self-motivated and can motivate others
52. Advanced team building skills
53. Advanced time management and prioritisation skills
54. Facilitation & presentation skills
55. Project management skills
56. Change management skills
57. KPI knowledge and understanding
58. Commercially aware
59. Methodical