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