The Role
Supports campaign growth by managing contact-center operations, quality standards, service-level agreements, KPIs, staffing, client performance reviews, and improvement plans. Leads team leaders and direct reports through hiring, training, coaching, performance management, employee engagement, and corrective action. Collaborates with Training, HR, Quality, Workforce Management, Talent Acquisition, Business Development, and clients to resolve issues, improve performance, and maintain operational standards.
Summary Generated by Built In
Overview
The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.
Qualifications- At least 2 years expereince as an OM/AOM in a BPO
- Proven experience in management of a Financial / Regulated / Collections Contact Center
- Experience in KPI Management
- Solid understanding of how Quality can influence achievement of business objectives
- Strong motivational skills to develop people’s attitudes and skills
- Analyze and maintain all Service Level agreements; implement improvement plans as needed
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
- Create and maximize the relationship with The Client.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, adjust meet changing requirements.
- Attend business reviews with the Client.
- Effectively manage a team of team leaders.
Skills Required
- At least 2 years of experience as an Operations Manager or Assistant Operations Manager in a BPO
- Experience managing a financial, regulated, or collections contact center
- Experience with KPI management
- Strong understanding of how quality influences business objectives
- Strong motivational skills for developing employee attitudes and skills
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The Company
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
