Overview The Assistant Operations Centre Manager (AOCM) 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 engagementManages and is responsible for day-to-day activities of their assigned line/s of businessIs 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 achievedFollows 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 areasEvaluates 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 LeadersMeets with Team Leaders as required to make intra-day adjustments to game plans where required based on performance throughout the dayProactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational marginSupports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targetsSupporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work inProvides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leadersCarries 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 neededEnsures 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 appliedIs 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 leakagesWorks together with internal departments to meet client's deliverablesManages a healthy programme performance scorecard based on annual strategic plansManages Client´s escalations processesParticipates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visitsAble to effectively manage multiple priorities to ensure successful outcomesDemonstrates 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 outputsBuilds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiativesFosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectivelyDrives 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 neededResponsible for the health, safety and welfare of yourself, your team and surrounding colleagues.Work with your AOM 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 interactionFosters 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 practicesOther duties as assigned.Main Job RequirementsEducation and Specific TrainingTeleperformance 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 Experience2 years' management experience in a back office or contact centre environment, or 3 years' management experience in another high-paced industrySpecial CertificationsJUMP ACCM certification (for internal promotions only)Required SkillsTechnical SkillsComprehensive computer skillsProficient use of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and othersAbility to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferredCompetencies and Specific SkillsAchievement orientedExcellent analytical abilityExcellent communication skillsRobust and commercially balanced decision-makingFlexibilitySound reasoning & judgementExcellent leadership and management skillsPlanning and organisingLead by example / integrityProblem SolvingStrategic thinkerResilientCoaching focusEmployee satisfaction orientatedSelf-motivated and can motivate othersAdvanced team building skillsAdvanced time management and prioritisation skillsFacilitation & presentation skillsProject management skillsChange management skillsKPI knowledge and understandingCommercially awareMethodical
