Operations & Automation Integrator
MJP Electrical Services LTD
JavaScriptPythonVBA
Assistant Manager, Operations – BFSI
TP
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob 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
