Operations Assistant Manager
About the job
- A bachelor's degree or equivalent experience in a contact centre or business-related environment.
- Proven experience in a Team Leader or Assistant Manager role within a BFSI contact centre.
- Experience working in a regulated, performance-driven operational environment.
- Demonstrated understanding of contact centre key performance indicators, quality frameworks and compliance requirements.
- Strong understanding of contact centre performance management.
- Confident use of reporting tools and operational systems.
- Ability to interpret performance data and take action.
- High attention to detail and quality standards.
- Strong people leadership and coaching capability.
- Excellent verbal and written communication skills.
- Sound judgement and balanced decision-making.
- Ability to stay organised, work in a structured manner and manage competing priorities.
- Resilience, adaptability and calmness under pressure.
- Commercial awareness and a continuous improvement mindset.
- Planning and organisational capability.
- Problem-solving and solution-focused capability.
- Ability to motivate others.
- Ability to demonstrate professionalism, integrity, commitment, innovation and respect, and promote a diverse, inclusive and ethical working environment.
- Support daily operational performance across assigned BFSI business units.
- Be accountable for team-level performance against client key performance indicators, quality standards, productivity, absence and engagement.
- Support financial and operational targets, escalating risks or variances appropriately.
- Lead operational routines for effective intraday, daily and weekly performance control.
- Monitor quality, compliance and adherence, taking corrective action where required.
- Ensure compliance with data protection, security, fraud prevention and regulatory standards.
- Prepare and contribute to operational reporting, using data and insight to support decision-making.
- Observe, coach and improve performance and capability on the operational floor.
- Support root-cause analysis and contribute to continuous improvement initiatives.
- Act as an escalation point for operational issues within the role’s span of control.
- Lead, coach and develop Team Leaders and Supervisors to deliver consistent, high-quality performance.
- Conduct one-to-ones, performance reviews and coaching conversations aligned to company frameworks.
- Support talent development, succession planning and capability building across teams.
- Ensure absence management, performance management, disciplinary, grievance and capability processes are handled consistently and in line with policy.
- Foster accountability, engagement, professionalism and inclusion, and role-model company values.
- Work with Operations Managers and wider stakeholders to deliver agreed outcomes.
- Contribute accurate reporting and insight to client performance discussions.
- Support client confidence through consistent delivery and professional conduct.
- Support the Operations Manager in maintaining client relationships and meeting contractual, regulatory and quality expectations.
- Act as an operational point of contact for day-to-day client queries, issues and escalations within the role’s span of control.
- Contribute accurate performance data, insight and operational updates to client governance.
- Support preparation for client calls, reviews and performance discussions, tracking actions and commitments through to completion.
- Promote a client-focused mindset, reinforcing professionalism, quality and compliance in all interactions.
- Escalate risks, issues and emerging themes to protect client confidence and delivery stability.
- Communicate client feedback and translate it into team actions and continuous improvement activity.
- Represent company values and BFSI standards in client and stakeholder interactions.
About the company
Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.
Company Size
10,001+
Company Stage
IPO
Headquarters
Paris, France
Founded
1978
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Simplify's Take
What believers are saying
- H1 2026 core services excluding Trust and Safety grew 2.3% like-for-like.
- H1 2026 recurring EBITA margin held 13.6% despite 1.7% like-for-like revenue decline.
- Management targets €150-170 million 2026 AI savings and €800-850 million free cash flow.
What critics are saying
- LanguageLine and ZP Better Together face union fights, NLRB charges, and congressional scrutiny in 2026.
- Trust and Safety revenue fell after client automation, proving AI directly cannibalizes Teleperformance work.
- If brands move CX agents in-house, Teleperformance’s 2028 growth targets collapse.
What makes Teleperformance unique
- Teleperformance runs 500-plus AI projects under Jorge Amar’s 2026 Future Forward plan.
- TP.ai Data Services gained Agents Only in June 2025 and ZP Better Together in 2026.
- Exclusive Sanas reseller rights and a $13 million equity stake deepen speech-AI capability.
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Benefits
Remote Work Options
Flexible Work Hours
Paid Vacation
Health Insurance
Dental Insurance
Employee Referral Bonus
Company News
/PRNewswire/ -- Global digital services leader TP today announced it has acquired artificial intelligence (AI)-enabled crowdsourcing gig work platform Agents...
Everest Group assessed 18 leading providers globally for its Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment, evaluating their capabilities in delivering integrated services across key domains, including retail banking, lending, and payments. TP was recognized as a Leader for its expertise, its experience in the banking and financial services industry, technology, and customer-centric approach, with a suite of banking and financial services solutions including account servicing, customer onboarding, credit evaluation, and payments processing. "By recognizing buyers' desire for end-to-end services, TP created its OneOffice offering for delivering integrated front-to-back operations across lending, payments, and financial crime segments," says Suman Upardrasta, Vice President, BFSI at Everest Group. "TP possesses its in-house technology as well as the digital services expertise of the recently acquired Majorel, which address the rising demand for digitally driven operations. These capabilities have earned it recognition as a Leader in Everest Group's Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment.". In naming TP a Leader in the assessment, Everest cited TP for its extensive operational scale and technology, including its digital services arm TP Infinity and TP's strengthened global presence
A Nigerian national working as a TikTok content moderator for Teleperformance Kenya was found dead in her apartment in Nairobi. The deceased, identified as Ladi Anzaki Olubunmi, had reportedly been missing from work for three days before her colleagues raised concerns, leading to the discovery of her body on March 7, 2025 at her apart at Studio 103 in Lower Kabete, Nairobi.Olubunmi, who had been working in Kenya for over two years, was allegedly struggling with work-related stress and had expressed a strong desire to return home to Nigeria. Reports indicate that she faced difficulties obtaining the necessary travel permits, preventing her from visiting her family for an extended period.Teleperformance Kenya, the outsourcing firm contracted to moderate content for TikTok, has denied allegations that Olubunmi was denied leave. In an official statement, the company termed the claims as “baseless and untrue.” The firm also refuted accusations that employees lacked proper work permits that restricted their ability to travel home.Following Olubunmi’s tragic death, her family is now facing financial constraints in repatriating her body to Nigeria. With the high costs involved, they are reportedly considering the possibility of laying her to rest in Nairobi. The incident has sparked renewed scrutiny into working conditions for content moderators, particularly those employed by third-party firms
Sanas partnership highlights Teleperformance's (TP) growth strategy of pursuing investments in advanced artificial intelligence to deliver enhanced customer experience management services to broad client base. TP becomes exclusive reseller of Sanas speech understanding technology for many of the world's biggest organizations and most valued brands. TP makes equity investment of approximately $13 million in Sanas
The demand for voice and speech recognition technologies is massive — and growing. An analysis by market research firm Markets and Markets found that the sector could be worth over $28.1 billion by 2027. There’s no shortage of vendors providing voice and speech recognition solutions, but some newer upstarts have managed to carve out niches. Sanas is a good example. Founded in 2020, the company develops software that uses AI to adjust a speaker’s accent in real-time. “At Sanas, we believe that while technology is transforming the industry, it shouldn’t replace human connection, but rather, enhance it,” Sharath Keshava Narayana, Sanas’ co-founder and president, told TechCrunch