Operations Senior Manager

Job
You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.
Title: Operations Senior
Manager  

Department:
Operations

Travel
Required: Yes /
Infrequent

Reports
to: Director of
Operations

Location:
TP Office in East Point Business Park - Dublin, 5 days a week
Onsite role

Contract
Type: Full Time -
Permanent

Grade:
TBC

• Manages and is
  responsible for day-to-day activities of one or more unit of
  operations across Contact Centre and back office.Is 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 appropriateIs calibrated and
  working in conjunction with the wider Contact Centre Manager team
  ensuring consistency in delivery, direction and decision
  making
• Strategically plans with Managing Director / Director
  of Operations and executes to enhance profitability, productivity,
  and efficiency throughout the company’s operationsOwns the delivery of all
  financial targets, by controlling spend and creating plans to
  rectify if not on target to deliver against financial
  forecasts
• Supporting Management of financial planning and
  control
• Supporting a broad Social Value proposition driving
  ethical behaviors and added value to the communities we work
  in
• Fosters a
  culture of high employee engagement, where local, national and
  global recognition programmes, awards, incentives and engagement
  initiatives are delivered effectively on siteCreates opportunities
  for employees to regularly voice their opinions, feedback, ideas
  and concerns, and responds swiftly to effectively resolve any
  issues.
• Oversees the daily operation of the call centre and
  its various components, ensuring compliance and KPI
  goals.
• Prepares
  and reviews financial and operational analysis and reports ensuring
  this includes meaningful and relevant information and
  commentary
• Audits 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 dayLeads, manages, develops
  and motivates a team of AOCM’s in line with organizational
  management processes with the focus on developing a highly
  motivated operation
• Carries out monthly 121s, as well as quarterly reviews
  and annual appraisals of performance for each AOCM, highlighting
  areas for coaching, training, and further development. Puts
  activities in place to progress performance improvements or
  personal development
• Ensures AOCMs and Team Leaders are likewise
  carrying out reviews with their direct reports and performs audits
  to ensure high quality conversations are taking place, and
  appropriate support is being appliedParticipate in monthly
  and quarterly improvement meetings
• Continuously investigate and introduce
  process improvement measures and either signing off actions or
  escalating if appropriate
• Can confidently 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
• Builds relationships and always works closely with own
  team and key stakeholders to achieve optimum performance and
  engagement levels, developing and implementing strategic
  initiatives across the site with their supportWorks together with
  their teams and other stakeholders as necessary to identify issues
  and generate action plans to ensure delivery of performance focus
  areas
• Works 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
• Leads 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
• 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
• Leads by example and consistently demonstrates
  the Teleperformance values of Professionalism, Integrity,
  Commitment, Innovation and Respect in every
  interaction
• Fosters a working culture which is built on embracing
  diversity, respect and positivity, and has a zero-tolerance
  attitude towards bullying & harassment, and any other unethical
  behaviours or practices
• Other duties as
  assigned.

Main Job
Requirements

• Bachelor’s degree or
  equivalent experience in a call centre or business related field
  (e.g., management, sales)

• 8+ years of Sr
  management/Leadership experience in contact center operations or
  similar high-paced industry

• Experience
  of working with MSP and born in cloud clients
  preferred
• Experience in BPO and Contact Centre
  environments
• Experience of leading large teams
  (500+) with strong focus on engagement and work
  culture

• 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
• Technical support,
  Customer Service, Trust & Safety domain experience
  preferred
• Lean Six Sigma, PMP credentials
  preferred

Competencies and Specific
Skills

• Achievement
  oriented
• Superior analytical abilitySuperior communication
  skills
• Commercially astute (P&L, Revenue Generation, Cost
  Optimization)
• Flexibility
• Sound reasoning &
  judgement
• Excellent leadership and management
  skills
• Planning and organizing
• Lead by example /
  integrity
• Critical thinking & problem
  solving
• Employee & Client satisfaction
  orientated
• Project Management
• Self-motivated and can motivate
  others
• Highly advanced team building skillsStrategic and commercial
  thinker
• High levels of resilience and focusCoaching &
  developing managers into leaders
• Advanced facilitation &
  presentation skills
• Advanced KPI, SLA, OLA, XLA knowledge and
  understanding
• Staffing & Billing modelsContinuous improvement
  using Lean Six Sigma methodology
• Risk &
  compliance