Live Vacancies

Bristol

Job Description

Teleperformance in Bristol has a current vacancy for a Senior Operations Manager. The key responsibilities of the role are to:
a) Be responsible and accountable for meeting pre-defined SLA’s, performance and financial targets across various client accounts in line with Teleperformance and client expectations
b) Lead, develop, motivate, coach, manage and organise a number of operational managers/teams, providing constructive feedback and development opportunities
c) Provide a clear sense of purpose for each manager, and organise resources effectively
d) Support Client Services by facilitating direct client contact and support Business Development in pitch activities.
e) Consistently drive the TP operational standards to target, in order to improve account performance and maximise agent/Team leader engagement
f) Play a key role in ensuring everyone is an ‘engaged employee’, as part of our ESAT programme

The Selection Criteria

Experience

• Significant contact centre management experience, outsource or multi-campaign environment is ideal but not essential
• Must have significant evidence of managing and understanding contact centre telephony systems and technology, staffing and grade of service priorities.
• Previous experience at being financially and commercially accountable for a contact centre operation, with a proven understanding of the factors affecting financial and non-financial performance in a contact centre
• Proven track record of managing client relationships

Qualifications

• Good general education

Skills/personal attributes

• Strong organisation, task management, negotiation and presentation skills
• Able to see the big picture but also able to drill down, analyse detail and translate information when necessary
• You need to be an outstanding manager of people and have the commercial skills to manage and consistently deliver on a demanding set of KPIs. High standards of customer service are required from this operation
• Able to influence others and add value in the delivery of the operational goals and targets
• Good understanding of Call Centre Technologies and proven experience of optimising the same
• Dynamic individual who is a self-starter and is a highly effective communicator in written and verbal form
• Strong cross-functional awareness and uses this in considering plans and resources
• Is committed, enthusiastic, positive, resourceful and resilient, with a strong work ethic
• Willing and able to adjust to multiple demand’s and shifting priorities