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 achieve this by leading, inspiring, motivating and developing their people to deliver exceptional quality and customer experience while meeting relevant operational and business KPIs. This role may be based on site and/or work from home (WAH) depending on business needs.
Key Responsibilities and Accountabilities
* Lead a team to drive a positive work culture and staff engagement
* Manage day-to-day activities of their assigned line(s) of business
* Be fully accountable for performance across all business and client KPIs, including client metrics, absence, attrition, engagement and related targets
* Ensure adherence to Teleperformance Operating Standards and cascade the methodology through their team
* Lead daily supervisor meetings and coordinate with stakeholders to identify issues and implement action plans
* Monitor performance on daily, weekly and monthly cycles and adjust game plans as needed
* Maintain required service levels and maximise productivity to protect operational margin
* Coach and develop Team Leaders to meet and exceed targets
* Support a broad Social Value proposition and drive ethical behaviours in communities we operate in
* Provide development opportunities and succession planning for emerging talent
* Conduct monthly 1:1s, quarterly reviews and annual appraisals for Supervisors, including coaching and development actions
* Ensure Supervisors conduct regular agent reviews and perform quality audits
* Balance employee, business and client needs in decision-making to optimise profitability
* Collaborate with internal departments to meet client deliverables
* Manage a programme performance scorecard aligned to annual strategic plans
* Manage client escalation processes and participate in client meetings as required
* Prioritise multiple tasks to achieve successful outcomes
* Apply Teleperformance tools and processes to improve performance, quality and customer experience
* Foster strong relationships with the team and stakeholders to achieve engagement and performance goals
* Promote a culture of high engagement with recognition, incentives and engagement initiatives
* Uphold data protection, security and fraud prevention as a priority and ensure compliance with policies
* Ensure health, safety and welfare of the team and colleagues
* Model Teleperformance values and demonstrate diversity, respect and zero-tolerance for bullying or unethical behaviour
* Other duties as assigned
Main Job Requirements
Education and Specific Training
* Teleperformance Leadership Induction Programme (provided on appointment)
* Teleperformance TOPS training (provided on appointment)
* Product Training on client account (provided on appointment)
Work Experience
* 2 years management experience in a back office or contact centre environment, or 3 years 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 (Word, PowerPoint, Excel, Outlook)
* Ability to use advanced Excel analytical tools (e.g., run charts, histograms, Pareto charts, scatter plots) is preferred
Competencies And Specific Skills
* Achievement oriented
* Excellent analytical ability
* Excellent 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
* Strategic thinker
* Resilient
* Coaching focus
* Employee satisfaction oriented
* Self-motivated and able to motivate others
* Advanced team building skills
* Advanced time management and prioritisation skills
* Facilitation and presentation skills
* Project management skills
* Change management skills
* KPI knowledge and understanding
* Commercially aware
* Methodical
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