Contact Center Manager
Description
Join Teleperformance – Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
Job Role & Profile: Customer Service Assistant Manager
Advertised as : Contact Center Manager
About Us
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.We also provide services in 300 languages and dialects.
Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.
Our Work Culture
At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
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Autonomous - We encourage and trust your decision-making skills
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Progressive work environment- If you have skills to prove we have all ladders for you to grow
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Flexible - We believe in results
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Innovative - All ideas matter
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Inclusive - Everyone is Included and everyone wins
Role Overview :
Overall management of the staff, premises, operations and their relationship with the c lients as appropriate for his or her operating units and site(s) , ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business.
Role-Based Accountabilities :
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Manages and is responsible for day-to-day activities of one or more unit of operations.
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Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
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Develop annual operating budgets and provide fiscal direction of the department.
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Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
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Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
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Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
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Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
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Participate in monthly and quarterly ATAC meetings.
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Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
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Participates in the development and implementation of unit policies and procedures.
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Participate in client meetings as required.
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Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
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Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc , and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
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Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
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M ay perform other duties as requested not specifically addressed in this document
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Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support :
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EBITDA
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Revenue
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High Performance Culture
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Personal Development
Expected Deliverables:
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Manage the daily/weekly/monthly P&L
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Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
Qualifications :
Work Experience
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Minimum 3 years of management experience in an inbound/outbound contact center
Education and Certifications
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Bachelor’s degree or equivalent experience in a c ontact center or business related field (e.g., management, sales)
Behavioral Competencies:
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Decisiveness: Willingness to make difficult decisions in a timely manner
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Adaptability : Is able to quickly modify behavior to deal effectively with changes in the work environment; readily tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors ; The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation
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Innovative and Creative : Generates innovative solutions in work situations; tries different and novel ways to deal with work problems and opportunities
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Purposeful : Demonstrates intentionality and clarity in actions and decisions, aligning efforts with meaningful goals and values. A purposeful individual consistently acts with direction, maintains focus on long-term objectives, and inspires others through a clear sense of mission and commitment.
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Impactful : Creates meaningful and measurable influence through actions, decisions, and communication. An impactful individual drives positive change, contributes to significant outcomes, and leaves a lasting impression on people, teams, or the organization by focusing on results that matter.
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Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goals
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Operates with Integrity: Demonstrates honesty and has strong moral principles; keeps commitments; behaves in a consistent manner while being ethical and doing the right thing, being trustworthy and having pride in your work
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Self-Motivation: Internal drive and ability to initiate and sustain action towards goals, even in the face of challenges. Key components include initiative, drive to achieve, commitment, resilience, and a positive outlook .
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Results Orientation: Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them ; Focuses on achieving results or goals. Can achieve, exceed, and optimize goals aligned with organizational priorities.
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Problem Analysis and Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action ; Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
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Building a High Performing Team: Develops a capable, diverse and cohesive team to maximize their collective skills and talents; motivates others to achieve the organization’s goals; recognizes and rewards contributions.
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Resilience: The ability to bounce back from difficult situations and maintain a positive attitude and performance.
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Language Fluency: All organizational roles require the ability to speak, read, write in the English language. Additional languages may be required based on client program and/or line of business.
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