TP

Assistant Manager, Operations – BFSI

TP

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

JuniorMid-Level

About the role

  • Responsible for delivering high levels of performance and employee engagement across a multifunctional Contact Centre team in BFSI
  • Lead, inspire, motivate, develop, and manage Team Leaders to deliver quality customer experience while meeting operational and business KPIs
  • Fully accountable for performance of business area across all business and client KPIs (including client metrics, absence, attrition, engagement)
  • Follow Teleperformance Operating Standards and ensure methodology flows through the business area via Team Leaders
  • Lead Daily Supervisor Meetings; work with OCM and stakeholders to identify issues and generate action plans
  • Evaluate business area performance on a daily, weekly, and monthly basis and adjust game plans as needed
  • Maintain and deliver required service levels while maximising productivity and optimising operational margin
  • Support, motivate, evaluate, develop and coach Team Leaders; provide monthly 121s, quarterly reviews, and annual appraisals
  • Ensure Team Leaders conduct agent reviews and perform audits to ensure high quality conversations and support
  • Balance employee, business, and client needs; take steps to optimise profitability and minimise cost leakages
  • Work with internal departments to meet client deliverables; manage client escalations and participate in client meetings and reviews
  • Manage program performance scorecard and manage multiple priorities to ensure successful outcomes
  • Promote data protection, security and prevention of fraud; ensure compliance with security, HR and other policies
  • Responsible for health, safety and welfare of team; work with AOM to deliver health & safety needs and identify continual improvements
  • Foster a culture of diversity, respect, positivity and zero-tolerance for unethical behaviours; demonstrate Teleperformance values

Requirements

  • 2 years’ management experience in a back office or contact centre environment, or 3 years’ management experience in another high-paced industry
  • Management Responsibility for: Team Leaders
  • JUMP ACCM certification (for internal promotions only)
  • Comprehensive computer skills
  • Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook
  • Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc. preferred
  • 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 organizing; 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 prioritization skills
  • Facilitation & presentation skills; Project management skills; Change management skills
  • KPI knowledge and understanding; Commercially aware; Methodical
  • Travel Required: Infrequent