100 Best campaign manager Jobs in Nailsea (September 2025)

Teleperformance

Operations Assistant Manager BFSI

1 day ago

Clevedon

Job Title: Assistant Operations Manager Department: Operations (BFSI) Management Responsibility for: Team Leaders Travel Required: Infrequent Reports to: Operations Centre Manager Location: Bristol Hybrid Contract Type: Perm Grade: TBC Job Summary / Overview The Operations Assistant Manager (OAM) is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional Contact Centre team, which will in turn drive high profitability and client satisfaction. They will do this by ensuring a positive and productive working culture, through their ability to lead, inspire, motivate, develop, and manage their people to deliver exceptional levels of quality and customer experience whilst meeting all relevant operational and business KPIs. Working closely with all key stakeholders within the campaign this role can be based on site or working at home (WAH) Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) • Leading a team to drive positive work culture and staff engagement, • Manages and is responsible for day-to-day activities of their assigned line/s of business, • Is fully accountable for performance of their business area across all business and client KPIs, including client metrics, absence, attrition, engagement and others where appropriate, and takes appropriate steps (with the support of others where required) to ensure good performance is consistently achieved, • Follows all steps of Teleperformance Operating Standards, operating entirely within its guidelines ensuring the methodology flows through their business area via their Team Leaders, • Leads Daily Supervisor Meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas, • Evaluates business area performance on a daily, weekly, and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders, • Meets with Team Leaders as required to make intra-day adjustments to game plans where required based on performance throughout the day, • Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin, • Supports, motivates, evaluates, develops and coaches their Team Leaders to continually meet and exceed their individual / team targets, • Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in, • Provides opportunities for continuous development of their people, and makes appropriate succession plans for emerging talent to nurture the next generation of operational leaders, • Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each Team Leader, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed, • Ensures Team Leaders are likewise carrying out reviews with their agents and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied, • Is commercially astute and can effectively balance the employee, business, and client needs in decision-making approach. Can demonstrate steps taken to optimise profitability by keeping shrinkage and ratios within budgeted parameters and taking effective steps to minimize cost leakages, • Works together with internal departments to meet client’s deliverables, • Manages a healthy program performance scorecard based on annual strategic plans, • Manages Client´s escalations processes, • Participates in client / prospective client meetings as required, including Monthly Business Reviews, Quarterly Business Reviews and site visits, • Able to effectively manage multiple priorities to ensure successful outcomes, • Demonstrates understanding on Teleperformance’s tools and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality, and customer experience outputs, • Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, supporting the implementation of strategic initiatives, • Fosters a culture of high employee engagement, where local, national, and global recognition programs, awards, incentives and engagement initiatives are delivered effectively, • Drives a business culture where data protection, security and prevention of fraud is a top priority for all employees, ensuring compliance with all security, HR and other policies and procedures through effective preventative and responsive actions are taken where needed, • Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues, • Work with your AOM 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 Education and Specific Training • Teleperformance Leadership Induction Programme (will be provided on appointment), • Teleperformance TOPS training (will be provided on appointment) Technical Skills • Comprehensive computer skills, • Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others  Achievement oriented  Excellent analytical ability  Excellent communication skills  Robust and commercially balanced decision-making  Flexibility  Sound reasoning & judgement  Excellent leadership and management skills  Planning and organizing  Lead by example / integrity  Problem Solving  Strategic thinker  Resilient  Coaching focus  Employee satisfaction orientated  Self-motivated and can motivate others  Advanced team building skills  Advanced time management and prioritization skills  Facilitation & presentation skills  Project management skills  Change management skills  KPI knowledge and understanding  Commercially aware  Methodical

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