Teleperformance | Center Manager - Clark

Posted 2d ago

• Overall responsibility for the delivery of overall operational metrics of a regional or global client.
• Proactively maintains regular engagement with key client contacts in line with client expectations.
• Ensures delivery of Client KPIs and targets including day to day service levels, customer experience, 
quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing 
team, in partnership with recruitment to attract the very best external talent, in line with the agreed 
framework and succession planning to ensure key roles are filled and individual talent is recognized
• Deliver well-defined Communication and Engagement to ensure all teams understand the performance 
of the business and also understand the needs of their teams
• Responsible and accountable for the operational performance and for meeting/exceeding targets of all 
required metrics
• Continuously identify and implement of operational best practices
• Motivate and effectively performance manage direct reports to ensure delivery of overall targets and the 
business plan.
• Select, effectively manage and coach direct reports
• Manage and develop the operational client relationships by conducting (where appropriate) operational 
client review meetings and day to day communication within key workstream
• Identify and highlight further opportunities for services and process improvements 
Job Requirements:
• Experience with forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology. 

• Strategic thinker and tactical implementer. 
• Experience in developing a team in a contact center site, while meeting all operational and financial 
objectives. 
• Senior management leadership abilities and skill, such as the ability to build teams and manage 
operational, organizational and financial elements. Demonstrated experience coaching and developing 
individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills.
• Excellent leadership and developmental skills
• Demonstrated success managing new initiatives while meeting operating and budgetary requirements. 
• Must have strong technical, project management, implementation and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational 
abilities.
Education/Experience: 
• 7-20 years call center experience
• Minimum 5-7 years managing operations in a call center environment 
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
• Experience in a leadership

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Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a centre manager?
  • Have you worked in a call centre before?
  • Do you have experience in a role which requires relationship management experience?
  • How many years of people management experience do you have?

Company profile

Information & Communication TechnologyMore than 10,000 employees

ABOUT TELEPERFORMANCE

Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach.

The Group's 383,000 employees, based in 83 countries, support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence. In 2020, Teleperformance reported consolidated revenue of €5,732 million (US$ 6.5 billion, based on €1 = $1.14) and net profit of €324 million.

Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. The company employs over 56,000 people in the country and operates around 40,000 workstations in 22 business sites located across Metro Manila, Antipolo, Cavite, Baguio, Bacolod, Cebu, Cagayan de Oro and Davao.

Teleperformance Philippines offers offshore solutions and serves the North American, Australia, Asia and European markets, as well as the Domestic market, managing all aspects of the customer relations cycle for brands aiming to deliver excellent customer experiences.

From 2012 to 2020, Teleperformance has received the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award for its significant performance in revenue management, market share, capabilities, and overall contribution to the contact center industry. In addition, Teleperformance Philippines was awarded as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.

In 2021, Teleperformance Philippines was again certified as a Great Place to Work® and is the only organization in the country to receive this certification from the Great Place to Work® Institute for four years in a row. This year, Teleperformance celebrates its 26th year of continued excellence and leadership in the country. This milestone highlights the company’s commitment to steadily provide the best employment experience for Filipinos, proactively support the nation’s IT-BPM sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.

For further information, visit the Teleperformance website at teleperformance.ph

Perks and benefits
Medical
Dental
Sports (e.g. Gym)
Parking

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