Assistant Contact Center Manager

3 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job description**

**ACCM**

**Job Overview**
**Main Responsibilities (but not limited to)**
- Analyse 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 and make adjustments to meet changing requirements.
- Attend business reviews with the Client.
- Effectively manage a team of team leaders.
Competencies & Skills Required
- Solid understanding of how Quality can influence achievement of business objectives
- Have an excellent command of the English language
- Strong motivational skills to develop people’s attitudes and skills
- Excellent communication skills to impart knowledge and information
- Committed, enthusiastic, positive and resilient
- Able to cope in a high pressure environment
- Comfortable with adapting to fast paced change
- Ability to troubleshoot and solve problems through data analysis
Qualifications and Experience
- Previous Mid/Senior Managerial experience (Essential)
- Bachelor’s degree or equivalent experience in a call center or business related field
- Must have Senior TL and or ACCM/ Operations Manager/ Assistant Operations Manager experience 2-3 years (Essential)
- Minimum 5 years of work experience in Business Process Off-shoring.
- Currently an ACCM/ Operations Manager within the BPO Industry
- Proven experience in management of a Financial/Regulated contact center
- Experience in KPI Management
- Matric/ Equivalent

**Job Types**: Full-time, Permanent

**Job Types**: Full-time, Permanent

Work Remotely:

- No

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