Job Title:
Fraud/Complaints Contact Center Manager (CCM)
Department:
Operations
Management Responsibility for:
Assistant Contact Centre Managers (ACCM)
Travel Required
No
Reports to
VP / Director of Delivery
Location:
Site-Based or Working At Home
Contract Type:
TBC
Grade:
TBC
Job Summary / Overview
The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH).
In Complaints you will manage the LOB; you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience.
With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements.
Key Responsibilities and Accountabilities
(may perform other duties as requested not specifically addressed in this document)
* Manages and is responsible for day‑to‑day activities of one or more units of operations
* Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams to ensure good performance is consistently achieved
* Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations
* Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts
* Manages the daily/weekly/monthly P&L
* Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals, including CSAT, ESAT and KSAT
* Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis
* Spends time on floor to audit current procedures to monitor and improve efficiency of operations
* Implements processes to ensure that teams can manage their operations intra‑day, by day, week and month to prioritise their actions for the day
* Leads, manages, develops and motivates a team of ACCM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre
* Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development
* Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
* Participates in monthly and quarterly ATAC meetings
* Continuously investigates and introduces process improvement measures and either signs off actions or raises to a higher level if appropriate
* Demonstrates expertise on Teleperformance's tools, service offerings 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
* Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s
* Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation
* Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support
* Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site
* Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues.
* Works together with their teams and other stakeholders as necessary to identify issues and generate action
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