Operations Manager

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Autonomous - We encourage and trust your decision-making skills.

Progressive work environment- If you have skills to prove we have all ladders for you to grow

Flexible - We believe in results

Innovative - All ideas matter

Inclusive - Everyone is Included and everyone wins

As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to ensure the efficient and effective operation of these clusters, contributing to the achievement of the company's goals and objectives. Using your sales, leadership and relationship-building skills, you anticipate how decisions are made, persistently explore and uncover the business needs of key clients, and understand how our range of product offerings can grow their business. The Operations Manager serves as the primary business contact for the client and is responsible for business continuity and customer experience.

We help clients grow their business with sales at scale by optimizing account performance and growing their investment. As an Operations leader, you are responsible for growing and developing the sales teams focusing on outbound sales . You will effectively motivate the team to deliver on business quotas while doing what is right for our clients. You will do this by coaching a high-performing team and help them engage with senior internal & external stakeholders. You will be responsible for implementing strategic initiatives to help businesses obtain new heights. You will use your problem solving, business and objection handling skills to get the job done in a fast-paced, high-performing environment.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Responsible for all client communication, conflict resolution, and compliance on client deliverables and revenue.

Ensures that client issues are dealt with in an efficient manner, informing the Director of Operations of any concerns that may arise.

Communicates the client's goals and represent the client's interests to Top Management

Reports to the Director, Operations, providing regular input on all account activity as and when required.

Ensures that all processes, procedures, and standards are in place.

Responsible for operating profit: ensuring the most efficient possible operation including financial forecasting

Coach their direct report and second level towards their professional development through 1x1 and others.

Build a sales strategy and monitor the execution and effectiveness of it.

Managing and engaging different stakeholders towards the improvement of client satisfaction.

Responsible for performance improvement plans and performance appraisal reviews.

Regularly liaising with existing stakeholders to identify new business opportunities.

Advises on changes, trends, and the activities of competitors.

Ensures that all metrics are being analyzed, reported, and improved to drive the success of their accounts (Quality, Efficiency, Performance Management, Training, Service, Sales, Human Resources).

Leads Performance Improvement projects to improve performance for prioritized metrics proactively and when required using the relevant and state-of-the-art tools (i.e. Lean Six Sigma, PMP, …etc.).

Leads all support functions and team to meet organization in balance with client goals.

Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management.

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer