Assistant Contact Centre Manager - Sainsburys
Assistant Contact Centre Manager Salary Dependant on experience Location Glasgow Contract Permanent Hours 37.5 hours per week. Full flexibility required Start date Immediate Role Overview A key member of the management team, you will maintain contact between the operation, our client and other key stakeholders. You will fully embrace TOPS, operating entirely within its guidelines ensuring that this methodology flows through my business area and to my group of Team Leaders. You will have a sound understanding of the processes and the benefits of it, leading by example and motivating the Team Leaders to drive operational excellence and productivity. You will be involved in all people centric initiatives filtering this through my team to the front line advisors. I maintain engagement, loyalty and client centricity daily. Key Tasks/Responsibilities Begin the day by evaluating the prior day/week/month performance reports, which are standard to the project. Ensure any agents with performance issues have been followed up with and tracked. Chair daily meetings with the team, ensuring Team Leaders have an understanding of daily & trended actual results versus the goals identifying agent outliers, establishing priorities for the day and reviewing the execution of any process-level plans. Call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift. Utilise time on a daily basis to facilitate Team Leader development while maintaining the “80/20” rule. Review Team Leader ‘to do lists’ and give feedback to a minimum of 1 per Team Leader per week about their priorities and actions on those priorities. Close the loop by checking the logic used by the Team Leader at the end of the day. Make sure the group of Team Leaders are using common sense to seat agents strategically. Observing my Team Leaders to identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable leadership team. Ensure all key performance indicators are consistently met and exceeded. Ambassador for Teleperformance who leads by example, demonstrates our values, actively encourages best practice and supports the company in changes to policies and procedures. Expert in my role and the first point of escalation for any complex operational issues. Actively develop Team Leaders through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans. Identify the top performers and reward/recognise them for their achievements either in line with group recognition schemes or individually as agreed at a local level. Immerse myself in the account and become an expert in Teleperformance and our client’s requirements to identify solutions and provide recommendations in line with these. Ensure Team Leaders under my remit complete all quarterly reviews/annual reviews on time. Ensure consistent application of guidelines and that individual and professional feedback provided to all. Ensure that any performance issues are addressed in a professional and honest way with clear expectations set. Optimise revenue and cost to maximize profitability on the account. Where necessary participating in monthly and annual budget planning Play an active role in all activities on the account including ESAT (employee satisfaction) and client specific activities. Supported by my Strategic HR Business Partner be involved in devising innovative and practical processes in order to maximize retention and engagement on the account. What are we looking for? Significant leadership experience successfully managing large teams of people. Commercially aware, with a solid background in Team Management, driving performance, motivating others and leading a team to success. A proven track record of client interaction and have the ability to balance client requirements with business objectives. Analytical approach and the ability to assess a situation and provide root cause analysis. Adaptable and willing to grow within the business, meeting multiple demands and shifting priorities. Computer literate and have a working knowledge of all Microsoft Office applications. Ability to build strong relationships with the client, working on a one to one basis to achieve partnership goals. Exceptional verbal and written communication skills at all levels with the ability to defuse potentially negative situations offering sensible and appropriate solutions. Extremely confident, diligent and loyal person who thrives working under pressure and to tight deadlines. Drive a culture of client-centricity across my team ensuring all actions result in added value for our client. So who are we? While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right? In the UK we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’s what we call ourselves. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities. Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence. So why wouldn’t you want to join us?