.Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office, and other specialized services to ensure consistently positive customer interactions. We are searching for an Operations Manager who has a passion for people. You should thrive on effective team working, collaboration, openness, and belief in your people. This is not a command and control environment – if you have a passion for developing your people to deliver world-class results, we want to talk with you!Purpose of the role: As an Operations Manager, you will assist with the development, implementation, and improvement of the day-to-day contact center operations for inbound Technical and Customer Service Support, exceeding client expectations by developing your team and adding value beyond the agreed Key Performance Indicators (KPIs).What you will do: Assist the Contact Center Manager with day-to-day contact center operations and business planning that ensures the staff's operational efficiency and delivery of superior customer experience.Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.Assist the Contact Center Manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budgeting and P&L, service metrics, payroll, etc.Be responsible for the recruitment, management, coaching, and development of the team to ensure quality and productivity targets are met.Conduct regular 1:1 meetings with your team to maintain focus and motivation on Customer Service standards and targets.Organize employee focus groups for feedback for future employee development programs.Manage change effectively – knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviors.Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a proactive and positive fashion during our weekly, monthly, quarterly and annual business reviews.Be the main PoC for interlocution with the different departments regarding the operational needs of the Service (Admin personnel, IT, HR, Quality, WFM, etc).Be an ambassador for Teleperformance at all times, promoting the highest standards of ethical and professional conduct and acting as a role model to other team members.Requirements: You have a minimum of 2 years' experience in the contact center environment, involving people management of up to 90 people, client management, and operational delivery. Experience in Fintech projects. You own and drive efficiencies in performance metrics and cost to serve. Leading the evolution of those metrics to meet emerging needs as our business scales
