Customer Service Assistant Manager

Job Title:

Customer Service Assistant Manager Department:
Operations (Public Sector) Management Responsibility for:
Supervisors Travel Required :
Yes - Infrequent Reports to :
Customer Service Manager

Location:

Manchester Only Contract Type:
Permanent Grade: TBC Salary: TBC

Job Summary / Overview The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs.

Working closely with all key stakeholders within the campaign this role will be 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) Leading a team to drive positive work culture and staff engagement Manages and is responsible for day-to-day activities of their assigned line/s of business Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders.

Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Supervisor, highlighting areas for coaching, training, and further development.

Puts activities in place to progress performance improvements or personal development as needed Ensures Supervisors are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Is commercially astute and can effectively balance the employee, business and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimise cost leakages Works together with internal departments to meet clients deliverables Manages a healthy programme performance scorecard based on annual strategic plans Manages Clients escalations processes Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits Able to effectively manage multiple priorities to ensure successful outcomes Demonstrates understanding on Teleperformances tools and processes, and a deep understanding of the clients requirements, to…