Job Title: Operations Centre Manager (OCM)Department: Operations Financial ServicesManagement Responsibility for: Assistant Operations Centre Manager (AOCM)Travel Required: Yes / InfrequentReports to: Director of OperationsLocation: Glasgow-CuprumContract Type: Full Time - PermanentGrade: TBC Job Summary / Overview Operations Centre Manager (OCM) is the leader of their staff, premises, operation and their relationship with the Clients as appropriate for their programme and site, ensuring that financial and quality targets are achieved according to budget, across both back office and Contact Centre operations.
The OCM is responsible for operational delivery (Performance and P&L), the role preferably based on site and/or working at home (WAH).
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations across Contact Centre and back office.Is fully accountable for performance of their business unit across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriateIs calibrated and working in conjunction with the wider Contact Centre Manager team ensuring consistency in delivery, direction and decision makingStrategically plans with Managing Director / Director of Operations and executes to enhance profitability, productivity, and efficiency throughout the company's operationsOwns the delivery of all financial targets, by controlling spend and creating plans to rectify if not on target to deliver against financial forecastsSupporting Management of financial planning and controlSupporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work inFosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on siteCreates opportunities for employees to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues.Oversees the daily operation of the call centre and its various components, ensuring compliance and KPI goals.Prepares and reviews financial and operational analysis and reports ensuring this includes meaningful and relevant information and commentaryAudits current procedures to monitor and improve efficiency of operationsImplements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the dayLeads, manages, develops and motivates a team of AOCM's in line with organisational management processes with the focus on developing a highly motivated operationCarries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each AOCM, highlighting areas for coaching, training, and further development.
Puts activities in place to progress performance improvements or personal developmentEnsures AOCMs and Team Leaders are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being appliedParticipate in monthly and quarterly improvement meetingsContinuously investigate and introduce process improvement measures and either signing off actions or escalating if appropriateCan confidently be an ambassador for Teleperformance with new and existing clients, hosting visits to showcase Teleperformance's capabilities ensuring ongoing client confidence of performance and development of strategic direction for the businessBuilds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives across the site with their supportWorks together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance focus areasWorks in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectationsLeads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all security, HR and other policies and proceduresResponsible for the health, safety and welfare of yourself, your team and surrounding colleagues.
Work with your Managing Director to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system.
Identify opportunities for continual improvementLeads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interactionFosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practicesOther duties as assigned.
Main Job Requirements Education and Specific TrainingBachelor's degree or equivalent experience in a call centre or business related field (e.G., management, sales) Work Experience3 years of upper management experience in a contact centre environment, or 5 years' upper management experience in another high-paced industrySpecial CertificationsExperience of working with in in the Financial Services sector, preferredExperience in both back office and Contact Centre environmentsExperience of leading large teams (150+) with strong focus on engagement and work culture Required Skills Technical SkillsComprehensive computer skillsProficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and othersAbility to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred Competencies and Specific Skills Achievement orientedSuperior analytical abilitySuperior communication skillsRobust and commercially balanced decision-makingFlexibilitySound reasoning & judgementExcellent leadership and management skillsPlanning and organisingLead by example / integrityProblem SolvingEmployee & Client satisfaction orientated Salary up to £65K