Assistant Operations Manager (702)

Teleperformance; Cape Town; On-site; ZAR 300,000 - 460,000; Full time

Job summary

Teleperformance in South Africa seeks a Quality Operations Manager to monitor, evaluate and drive improvement of quality standards within the campaign. You will lead a team, manage KPIs and SLAs, and partner with the client to deliver sustained performance.

The role requires 2+ years in OM/AOM within a BPO, strong leadership, and the ability to coach staff to raise quality and outcomes. This is a performance-driven environment with close client collaboration.

Qualifications

• At least 2 years experience as an OM/AOM in a BPO
• Proven experience in management of a Financial / Regulated / Collections Contact Center
• Experience in KPI Management
• Solid understanding of how Quality can influence achievement of business objectives
• Strong motivational skills to develop people’s attitudes and skills

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed
• Select, train, develop, and manage performance of direct reports; plan and assign work per policy
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports)
• Conduct scheduled reviews with The Client on performance delivery and mitigate KPI failures with remedial actions
• Create and maximize the relationship with The Client
• Provide leadership and guidance to direct reports to ensure policy compliance and performance

Skills

Quality management

KPI management

People development

Leadership

Team management

Job description

Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications

• At least 2 years expereince as an OM/AOM in a BPO
• Proven experience in management of a Financial / Regulated / Collections Contact Center
• Experience in KPI Management
• Solid understanding of how Quality can influence achievement of business objectives
• Strong motivational skills to develop people’s attitudes and skills

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
• Create and maximize the relationship with The Client.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, adjust meet changing requirements.
• Attend business reviews with the Client.
• Effectively manage a team of team leaders.