Job description
Call Centre Manager
Job Overview
For delivery of service to clients on my site, ensuring all key performance indicators are met. I lead, develop, motivate, manage and organize a number of teams across the client accounts ensuring we are consistently meeting client's expectations through regular and effective dialogue. I translate the collective needs of the client ensuring this is achieved through operational delivery.
an ambassador for Teleperformance who leads by example, demonstrates our values, and actively encourages best practice. I support the company in changes to policies and procedures where required. I manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.
drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups.
highlight negative performance variances/trends, and immediately develop action plans to address personally and through my management team.
own the look and feel of my site ensuring issues are brought to my attention and are then recorded and followed through. I ensure this happens through driving a proactive site Employee Forum.
build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times. This includes Client Services, Human Resources, Learning & Development, Work Force Management and Quality/Compliance.
complete business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services.
develop and implement regular initiatives that maintain high levels of employee engagement across the site supported by the Strategic HR Business Partner.
implement group wide recognition programmes/awards and ensure the timely delivery of each.
host visits for both existing and prospective clients, attend review meetings and managing service related client escalations as required.
coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with the appropriate outcomes
Attributes:
Extensive experience in a senior management role.
productive and proactive leader,
working within a fast-paced environment and thrive under pressure.
ability to multi-task and delegate in order to meet tight deadlines.
have highly developed leadership, management and communication skills.
solid commercial awareness, I have the ability to identify profit/gain opportunities in both the short & long terms. of Cost Centre/Profit Centre management.
aware of the Client Operational contract terms including staffing ratios and costs. I manage these terms effectively driving the margin of the campaign.
have an analytical approach and the ability to assess a situation providing root cause analysis.
have exceptional relationship building skills and a proven track record of client management at a senior level.
fully understand the structure of outsourcing and the importance of managing performance for Teleperformance & our clients.
have a proven track record of implementing & managing new & ongoing projects.
drive others to deliver results & convey urgency in driving issues to a conclusion
Experience:
· Minimum 3 years as a Contact Centre Manager or Senior Managerial experience – Essential
· Previous US experience - Essential
Experience in KPI Management and Performance Management
Proven track record in the delivery of a high level of customer service through sales.
· Matric/ Equivalent
· Minimum 3 years' experience in international Voice/Email/Chat/Tech Support business, preferably
Job Types: Full-time, Permanent
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