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 day-to-day activities of one or more units of operations across Contact Centre and back office.
* Accountable for performance across all business and client targets, including financial metrics, client KPIs, absence, attrition, engagement, and others as appropriate.
* Collaborate with the wider Contact Centre Manager team to ensure consistency in delivery, direction, and decision making.
* Strategically plan with Managing Director / Director of Operations to enhance profitability, productivity, and efficiency throughout operations.
* Own the delivery of all financial targets by controlling spend and creating plans to rectify if not on target.
* Support Management of financial planning and control.
* Drive ethical behaviors and added value to the communities we work in.
* Foster a culture of high employee engagement through recognition programmes, awards, and initiatives.
* Create opportunities for employees to voice their opinions, feedback, ideas, and concerns, and respond swiftly to resolve issues.
* Oversee daily operation of the call centre, ensuring compliance and KPI goals.
* Prepare and review financial and operational analysis and reports with meaningful information and commentary.
* Audit current procedures to improve efficiency of operations.
* Implement processes to manage operations intra-day, by day, week, and month.
* Lead, manage, develop, and motivate a team of AOCMs in line with organisational management processes.
* Conduct monthly 121s, quarterly reviews, and annual appraisals for each AOCM, focusing on performance improvements and personal development.
* Ensure AOCMs and Team Leaders conduct reviews with their direct reports and perform audits for quality conversations and support.
* Participate in monthly and quarterly improvement meetings.
* Investigate and introduce process improvement measures.
* Act as an ambassador for Teleperformance with clients, showcasing capabilities to ensure ongoing client confidence.
* Build relationships with team and key stakeholders to achieve optimum performance and engagement levels.
* Work with teams and stakeholders to identify issues and generate action plans for performance focus areas.
* Collaborate with clients to understand their business and strategic objectives, inspiring a culture of client-centricity.
* Lead a culture where data protection, security, and prevention of fraud are top priorities.
* Responsible for health, safety, and welfare of yourself, your team, and surrounding colleagues.
* Demonstrate Teleperformance values of Professionalism, Integrity, Commitment, Innovation, and Respect.
* Foster a working culture built on diversity, respect, and positivity, with zero tolerance for bullying & harassment.
* 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’ upper management experience in another high-paced industry.
Special Certifications
* Experience in the Financial Services sector preferred.
* Experience in both back office and Contact Centre environments.
* Experience 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 oriented.
Salary up to £65K
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