Contact Center Manager

Canada; Toronto; Ibrido; CAD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Teleperformance is seeking a Customer Service Assistant Manager to lead one or more units within our contact center operations. The role involves managing staff, aligning operations with client expectations, and driving performance across KPIs and budgets.

The ideal candidate has at least 3 years of management experience in a contact center, a bachelor’s degree in a related field, and strong decisiveness and adaptability to thrive in a fast-paced environment.

Competenze

• Minimum 3 years of management experience in an inbound/outbound contact center.
• Bachelor's degree or equivalent experience in a contact center or business related field.
• Decisiveness: Willingness to make difficult decisions in a timely manner.
• Adaptability and flexibility in a fast-moving environment.

Mansioni

• Oversee day-to-day activities of one or more unit of operations.
• Strategic planning to enhance profitability, productivity, and efficiency.
• Develop annual operating budgets and provide fiscal direction of the department.
• Audit current procedures on the floor to monitor and improve efficiency of operations.
• Participate in client meetings and contribute to policy development.

Conoscenze

Management experience

Customer service

Communication skills

Decision making

Problem solving

Formazione

Bachelor's degree in business or related field

Descrizione del lavoro

Join Teleperformance - Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Role & Profile: Customer Service Assistant Manager

Advertised as : Contact Center Manager

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. Autonomous - We encourage and trust your decision-making skills

Progressive work environment- If you have skills to prove we have all ladders for you to grow

Flexible - We believe in results

Innovative - All ideas matter

Inclusive - Everyone is Included and everyone wins

Role Overview :

Overall management of the staff, premises, operations and their relationship with the c lients as appropriate for his or her operating units and site(s) , ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business.

Role-Based Accountabilities :

• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations.
• Develop annual operating budgets and provide fiscal direction of the department.
• Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Manages and develops a team of ACM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
• Participate in monthly and quarterly ATAC meetings.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Participates in the development and implementation of unit policies and procedures.
• Participate in client meetings as required.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc , and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
• Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned
• M ay perform other duties as requested not specifically addressed in this document
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support :
• EBITDA
• Revenue
• High Performance Culture
• Personal Development

Expected Deliverables:

• Manage the daily/weekly/monthly P&L
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.

Qualifications :

• Work Experience: Minimum 3 years of management experience in an inbound/outbound contact center
• Education and Certifications: Bachelor's degree or equivalent experience in a c ontact center or business related field (e.g., management, sales)
• Behavioral Competencies: Decisiveness: Willingness to make difficult decisions in a timely manner
• Adapta