Job Title:
Operations Centre Manager (OCM)
Department:
Operations Financial Services
Management Responsibility for:
Assistant Operations Centre Manager (AOCM)
Travel Required:
Yes / Infrequent
Reports to:
Director of Operations
Location:
Glasgow-Cuprum
Contract Type:
Full Time - Permanent
Grade:
TBC
Job Summary / Overview
The Operations Centre Manager (OCM) is the leader of their staff, premises, operation, and their relationship with the Clients as appropriate for their programme and site, ensuring that financial and quality targets are achieved according to budget, across both back office and Contact Centre operations. The OCM is responsible for operational delivery (Performance and P&L), preferably 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)
Manage and be responsible for day-to-day activities of one or more units of operations across Contact Centre and back office.
Be fully accountable for performance of their business unit across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement, and others as appropriate.
Calibrate and work in conjunction with the wider Contact Centre Manager team ensuring consistency in delivery, direction, and decision making.
Strategically plan with Managing Director / Director of Operations and execute to enhance profitability, productivity, and efficiency throughout the company’s operations.
Own the delivery of all financial targets, by controlling spend and creating plans to rectify if not on target to deliver against financial forecasts.
Support Management of financial planning and control.
Support a broad Social Value proposition driving ethical behaviors and added value to the communities we work in.
Foster a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives, and engagement initiatives are delivered effectively on site.
Create opportunities for employees to regularly voice their opinions, feedback, ideas, and concerns, and respond swiftly to effectively resolve any issues.
Oversee the daily operation of the call centre and its various components, ensuring compliance and KPI goals.
Prepare and review financial and operational analysis and reports ensuring this includes meaningful and relevant information and commentary.
Audit current procedures to monitor and improve efficiency of operations.
Implement processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
Lead, manage, develop, and motivate a team of AOCMs in line with organisational management processes with the focus on developing a highly motivated operation.
Carry out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each AOCM, highlighting areas for coaching, training, and further development. Put activities in place to progress performance improvements or personal development.
Ensure AOCMs and Team Leaders are likewise carrying out reviews with their direct reports and perform audits to ensure high quality conversations are taking place, and appropriate support is being applied.
Participate in monthly and quarterly improvement meetings.
Continuously investigate and introduce process improvement measures and either sign off actions or escalate if appropriate.
Be an ambassador for Teleperformance with new and existing clients, hosting visits to showcase Teleperformance’s capabilities ensuring ongoing client confidence of performance and development of strategic direction for the business.
Build relationships and work closely with own team and key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives across the site with their support.
Work together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance focus areas.
Work in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations.
Lead a business culture where data protection, security, and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all security, HR, and other policies and procedures.
Be responsible for the health, safety, and welfare of yourself, your team, and surrounding colleagues. Work with your Managing Director to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
Lead by example and consistently demonstrate the Teleperformance values of Professionalism, Integrity, Commitment, Innovation, and Respect in every interaction.
Foster a working culture built on embracing diversity, respect, and positivity, with a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices.
Other duties as assigned.
Main Job Requirements
Education and Specific Training
Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).
Work Experience
3 years of upper management experience in a contact centre environment, or 5 years of upper management experience in another high-paced industry.
Special Certifications
Experience of working within the Financial Services sector, preferred.
Experience in both back office and Contact Centre environments.
Experience of leading large teams (150+) with a strong focus on engagement and work culture.
Required Skills
Technical Skills
Comprehensive computer skills.
Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook, and others.
Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots, etc., preferred.
Competencies and Specific Skills
Achievement oriented.
Superior analytical ability.
Superior communication skills.
Robust and commercially balanced decision-making.
Flexibility.
Sound reasoning & judgement.
Excellent leadership and management skills.
Planning and organising.
Lead by example / integrity.
Problem Solving.
Employee & Client satisfaction orientated.
Salary up to £65K
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Operations Centre Manager (OCM)
Department:
Operations Financial Services
Management Responsibility for:
Assistant Operations Centre Manager (AOCM)
Travel Required:
Yes / Infrequent
Reports to:
Director of Operations
Location:
Glasgow-Cuprum
Contract Type:
Full Time - Permanent
Grade:
TBC
Job Summary / Overview
The Operations Centre Manager (OCM) is the leader of their staff, premises, operation, and their relationship with the Clients as appropriate for their programme and site, ensuring that financial and quality targets are achieved according to budget, across both back office and Contact Centre operations. The OCM is responsible for operational delivery (Performance and P&L), preferably 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)
Manage and be responsible for day-to-day activities of one or more units of operations across Contact Centre and back office.
Be fully accountable for performance of their business unit across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement, and others as appropriate.
Calibrate and work in conjunction with the wider Contact Centre Manager team ensuring consistency in delivery, direction, and decision making.
Strategically plan with Managing Director / Director of Operations and execute to enhance profitability, productivity, and efficiency throughout the company’s operations.
Own the delivery of all financial targets, by controlling spend and creating plans to rectify if not on target to deliver against financial forecasts.
Support Management of financial planning and control.
Support a broad Social Value proposition driving ethical behaviors and added value to the communities we work in.
Foster a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives, and engagement initiatives are delivered effectively on site.
Create opportunities for employees to regularly voice their opinions, feedback, ideas, and concerns, and respond swiftly to effectively resolve any issues.
Oversee the daily operation of the call centre and its various components, ensuring compliance and KPI goals.
Prepare and review financial and operational analysis and reports ensuring this includes meaningful and relevant information and commentary.
Audit current procedures to monitor and improve efficiency of operations.
Implement processes to ensure that teams can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
Lead, manage, develop, and motivate a team of AOCMs in line with organisational management processes with the focus on developing a highly motivated operation.
Carry out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each AOCM, highlighting areas for coaching, training, and further development. Put activities in place to progress performance improvements or personal development.
Ensure AOCMs and Team Leaders are likewise carrying out reviews with their direct reports and perform audits to ensure high quality conversations are taking place, and appropriate support is being applied.
Participate in monthly and quarterly improvement meetings.
Continuously investigate and introduce process improvement measures and either sign off actions or escalate if appropriate.
Be an ambassador for Teleperformance with new and existing clients, hosting visits to showcase Teleperformance’s capabilities ensuring ongoing client confidence of performance and development of strategic direction for the business.
Build relationships and work closely with own team and key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives across the site with their support.
Work together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance focus areas.
Work in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations.
Lead a business culture where data protection, security, and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all security, HR, and other policies and procedures.
Be responsible for the health, safety, and welfare of yourself, your team, and surrounding colleagues. Work with your Managing Director to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement.
Lead by example and consistently demonstrate the Teleperformance values of Professionalism, Integrity, Commitment, Innovation, and Respect in every interaction.
Foster a working culture built on embracing diversity, respect, and positivity, with a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices.
Other duties as assigned.
Main Job Requirements
Education and Specific Training
Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).
Work Experience
3 years of upper management experience in a contact centre environment, or 5 years of upper management experience in another high-paced industry.
Special Certifications
Experience of working within the Financial Services sector, preferred.
Experience in both back office and Contact Centre environments.
Experience of leading large teams (150+) with a strong focus on engagement and work culture.
Required Skills
Technical Skills
Comprehensive computer skills.
Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook, and others.
Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots, etc., preferred.
Competencies and Specific Skills
Achievement oriented.
Superior analytical ability.
Superior communication skills.
Robust and commercially balanced decision-making.
Flexibility.
Sound reasoning & judgement.
Excellent leadership and management skills.
Planning and organising.
Lead by example / integrity.
Problem Solving.
Employee & Client satisfaction orientated.
Salary up to £65K
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