Contact Centre Manager

As one of our valued Contact Centre Managers, you'll be responsible for the delivery of great customer service for some of our prestigious UK clients. Leading, developing, motivating, managing and organising a number of teams across the account, you'll ensure we're consistently meeting and exceeding our client's expectations. You'll be a real ambassador for Teleperformance, living our values, encouraging and enabling best practice, and supporting us to improve procedures.

As well as keeping in regular contact with the client, you'll work closely with colleagues in other teams, including HR, Learning & Development, Client Services, Work Force Management and Quality/Compliance, to optimise operational delivery and ensure performance targets are met. You'll encourage feedback from your team, dealing with any issues affecting their performance. And, bringing ideas to maintain employee engagement, you'll implement recognition programmes and awards.,

• Drive high performance against all key targets in your area of accountability, highlighting performance variances/trends, and immediately developing strategies and/or coaching plans to rectify.


• Create business critical reports containing meaningful information and commentary.


• Own the delivery of all financial targets and gross margin by setting appropriate budgets, controlling spend and creating plans to deliver against financial forecasts.


• Understand the security and compliance requirements within the client contract, complete contractual risk assessments, and lead a business culture where data protection, security and prevention of fraud is a priority for everyone in the team, by driving full operational compliance with all policies.


• Work closely with your operational management team to monitor business, employee and customer activity, identify any gaps or issues which present risk, and take appropriate action to address them.


• Work in partnership with other support services to co-ordinate quarterly/annual reviews and drive a proactive Employee Forum to ensure any engagement issues are identified and resolved.
  
  Experience in a customer focused and customer handling environment, preferably in a Contact Centre


• Influencing skills and an ability to work with a wide range of stakeholders across the business


• Commercially aware, with a solid background in Operational Management, driving performance, motivating others and leading an Operation to success


• Proven track record in achieving financial targets including revenue, profit and margin achievement


• A proven track record of client interaction and have the ability to balance client requirements with business objectives.


• Ability to manage multiple, conflicting interests and deadlines


• Working knowledge of contact center operational tools, such as telephony reporting tools, email & webchat management/reporting tools desirable, With previous experience of working with clients at a senior level, you should be able to build strong rapports with both customers and colleagues.


• The ability to communicate client requirements to your team, with a clear, positive and customer-focused message.


• A solid background in client services, bringing an account management, operations, project management or wider outsourcing perspective.


• A good understanding of call centre operations, metrics and pricing structures.


• Strong influencing and negotiation skills, together with experience of financial forecasting and invoicing.


• Experience of managing business across multiple locations and able to demonstrate your ability to remotely manage business teams including those who may be Working at Home.


• Demonstrate your ability to bring new ideas and innovation to benefit customers, clients, employees and Teleperformance.