Contact Center Operations Manager

Contact Center Operations Manager leading India Employee Contact Centres. Operations are handled Gurgaon, India. This team supports multiple channels of demand to manage direct contact with employees of Online Benefits clients. The Contact Centre Operations Manager is responsible for the operations lead of all 4 teams (70 FTE+) and for the delivery of the overall operational metrics & SLA targets globally.

 

Service Delivery:

• Cooperate closely with Centres of Excellence Operations Directors as well as with Aon regional Contact Centre Leadership and other stakeholders
• Organize and monitor current operations so that teams meet contractual Service Level Agreements (SLAs) and follows the agreed process
• Maintain regular engagement with key client contacts in line with client expectations
• Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
• Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
• Successfully deliver and manage peak trading periods in all locations
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification and implementation of operational best practice through interaction with the wider team
• Ensure that processes are documented, and that knowledge is captured, documented and shared within the team
• Put a system in place to train new hires / less experienced team members in the team's processes and tools
• Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
• Ensure that teams are aware of and can respond to risks that may impact service delivery
• Execute a well-defined Communication and Engagement model in place to ensure all their teams understand the performance of our business and that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Identify and highlight further opportunities for services and process improvements
• Coordinate various projects in and out of the team to enhance service delivery

 

 

Change Management:

• Analyse data on the output of the teams’ work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
• Engage teams in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
• Develop a culture of continuous improvement within the teams
• Coordinate any projects that impacts the teams, ensuring that the project delivers the required result
• If required, manage the transition of work between teams

 

 

People Management:

• Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment team to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
• Set performance goals for colleagues based on the SMART model and make sure that they are recorded in the system
• Keep track of colleague performance and intervene appropriately when performance does not meet expectations
• Hold monthly 121s with colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
• Evaluate and rate colleagues' performance at the end of each year, ensuring they receive accurate written feedback
• Make use of a development map to assess a colleague's current skill level
• Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
• Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward
• Assign development activities for colleagues based on the 70-20-10 model
• Work with Talent Development to ensure that key talents have an appropriate development plan
• Prepare, regularly review and update succession plans for the team
• Manage absences in the team in accordance with work volume and HR policy
• Promote a pro-active and responsible culture within the team based on professional standards of behaviour
• Act to integrate the team and make sure that any internal conflicts are resolved
• Manage the flow of communication within teams, ensuring that information is cascaded effectively to the team
• Monitor the level of engagement within teams and take action to increase it
• Recognize colleagues for their contributions and accomplishments
• Manage teams including offering regular help and support to team members

 

 

Requirements:

• Excellent leadership, people management, communication and influencing skills at a senior level
• Experience of working in an Outsourcing or contact centre operation
• Experienced in managing large multi-site/multi-skilled contact centres will be an asset
• Ability to build and maintain strong client relationships
• Ability to demonstrate been able to translate business strategy into day to day delivery
• Strong commercial understanding and previous accountability for profit targets
• University degree or equivalent
• Experience in managing projects
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Advanced English
• Good command of people management tools
• Knowledge of local policies concerning HR, security, IS, health & safety, business continuity
• Ability to promote a spirit of shared responsibility within the team
• Good knowledge of Aon tools and systems used in daily processing
• Understanding of business and financial principles
• Very good command of MS Office tools
• Ability to make decisions and improvements based on metrics
• Strong problem-solving skills
• Excellent interpersonal skills
• Ability to communicate difficult messages
• Strong ability to delegate tasks and execute results
• Very good organizational & time management skills
• Ability to deal with stress and tight deadlines
• Spotless record and strong ethos

 

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