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.
Act as an ambassador for Teleperformance, leading by example, demonstrating our values, and actively encouraging best practices. Support the company in changes to policies and procedures where required. 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 them personally and through my management team.Own the look and feel of my site, ensuring issues are brought to my attention, recorded, and followed through. Drive a proactive site Employee Forum.Build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times, including Client Services, Human Resources, Learning & Development, Work Force Management, and Quality/Compliance.Complete business-critical reports on time, ensuring they include 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 programs/awards and ensure the timely delivery of each.Host visits for both existing and prospective clients, attend review meetings, and manage 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.Ability to work within a fast-paced environment and thrive under pressure.Ability to multi-task and delegate to meet tight deadlines.Highly developed leadership, management, and communication skills.Solid commercial awareness with the ability to identify profit/gain opportunities in both the short & long terms. Experience in Cost Centre/Profit Centre management.Aware of Client Operational contract terms including staffing ratios and costs, managing these terms effectively to drive the margin of the campaign.Analytical approach with the ability to assess situations and provide root cause analysis.Exceptional relationship-building skills and a proven track record of client management at a senior level.Full understanding of the structure of outsourcing and the importance of managing performance for Teleperformance & our clients.Proven track record of implementing & managing new & ongoing projects.Drive others to deliver results & convey urgency in driving issues to a conclusion.Experience: Extensive experience in a senior management role.3 years as a Contact Centre Manager or Senior Managerial experience – Essential.Experience in KPI Management and Performance Management – Essential.Proven track record in delivering a high level of customer service through sales.Matric/Equivalent.Financial services experience – Essential.Minimum 3 years' experience in international Voice/Email/Chat/Tech Support business, preferably.Job Types: Full-time, Permanent
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