Contact Center Manager - Customer Service Assistant Manager

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.

• Autonomous - We encourage and trust your decision-making skills

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

Role Overview:

Overall management of the staff, premises, operations and their relationship with the clients 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:

• Manages and is responsible for day-to-day activities of one or more unit of operations.

• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.

• Develop annual operating budgets and provide fiscal direction of the department.

• Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.

• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.

• Spends time on floor to audit current procedures to monitor and improve efficiency of operations. 

• 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.

• Participate in monthly and quarterly ATAC meetings.

• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.

• Participates in the development and implementation of unit policies and procedures. 

• Participate in client meetings as required.

• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.

• 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. 

• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned

• May perform other duties as requested not specifically addressed in this document

• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives byestablishing goals that demonstrate your understanding through performance outcomes that support:

• • EBITDA

  • Revenue

  • High Performance Culture

  • Personal Development

Expected Deliverables:

• Manage the daily/weekly/monthly P&L

• 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

• Minimum 3 years ofmanagement experience in an inbound/outbound contact center

Education and Certifications

• Bachelor’s degree or equivalent experience in a contact center or business related field (e.g., management, sales)

Behavioral Competencies:

• Decisiveness: Willingness to make difficult decisions in a timely manner

• 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

• Innovative and Creative: Generates innovative solutions in work situations; tries different and novel ways to deal with work problems and opportunities

• 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.

• 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.

• Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goals

• 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

• 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.

• 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.

• 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.

• 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.

• Resilience: The ability to bounce back from difficult situations and maintain a positive attitude and performance.

• 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.

Core People Leader Competencies:

• Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.

• Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.

• Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other’s strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement. 

• Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures. 

• Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.

Technical Competencies

• Microsoft Office Suite

• Workday experience a plus

• Customer or function specific programs

Physical Requirements: 

• Visual: Visual acuity to read information from computer screens, forms and other printed materials and information

• Verbal: Able to speak (enunciate) clearly in conversation and general communication.

• Hearing: Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.

• Manual Dexterity: Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.

• Sitting: Ability to sit at workstation for long periods of time.

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.