[Hiring] Digital Transformation - Success Manager @Teleperformance

Role Description

The Digital Services & Transformation Manager will support the transformation and optimization strategy for contact centre operations across multiple geographies. This role focuses on driving digital innovation, automation, and standardisation to enhance service delivery efficiency and customer experience outcomes. The position requires strong expertise in operational excellence, and good understanding of contact centre technology, governance frameworks and continuous improvement methodologies, to ensure measurable business impact and stakeholder alignment.

Key Responsibilities & Accountabilities

• Strategic Planning:
  • Define and execute the digital transformation roadmap for contact center operations.
  • Align transformation initiatives with organizational objectives and client priorities.
  • Champion TP Digital products and promote adoption across regions.
• Governance & Performance Management:
  • Adhere to governance frameworks and conduct regular reviews to ensure compliance and alignment.
  • Track and report measurable value metrics for transformation initiatives.
  • Drive standardisation of execution, to a high quality, in line with service delivery models and in collaboration with key stakeholders.
  • Maintain high engagement across all teams throughout the rollout, ensuring deployment is consistent, well-supported, and sustained over time.
• Innovation & Digital Solutions:
  • Identify and implement digital solutions including automation opportunities to improve operational efficiency, in collaboration with digital product teams.
  • Be a subject matter expert in TP digital tools and products and their implementation requirements.
  • Foster a culture of innovation and continuous improvement across all delivery centres.
  • Apply Lean Six Sigma methodologies to optimize processes and reduce waste.
  • Identify and develop solutions for internal operational efficiencies.
• Customer Experience & Service Excellence:
  • Enhance customer experience outcomes through process redesign and technology enablement.
  • Ensure delivery standards and objectives are met or exceeded against the anticipated outcomes.
• Stakeholder Engagement:
  • Collaborate with local and regional leadership to ensure alignment on priorities and execution.
  • Influence senior stakeholders to ensure solutions are imbedded and support transformation objectives and investments.

Qualifications

• 4+ years of experience in contact centre operational management.
• Experience in transformation, automation and process optimisation.
• Experience in tracking against KPIs and stakeholder engagement at all levels.
• Experience in defining projects requirements, planning and execution.

Technical Skills

• Understanding in Lean Six Sigma and continuous improvement methodologies an advantage.
• Knowledge of digital tools, automation platforms and analytics.
• Ability to design and track KPIs for transformation and operational efficiency.
• Knowledge of contact centre technologies and best practices.

Core Competencies

• Planning and execution of plans in order to embed transformation initiatives.
• Strong analytical and problem-solving skills.
• Excellent communication and influencing skills across cultures and geographies.
• Innovation mindset with a focus on measurable outcomes.
• Experienced operational & performance management preferably in a contact centre environment.

Key Performance Indicators

• Digital Transformation:
  • Successfully deliver prioritised transformation initiatives.
  • Drive adoption of TP Digital products across global contact centres.
• Operational Efficiency & ROI:
  • Achieve measurable improvements to optimise costs and improve key business outcomes for TP and its clients.
• Customer Experience:
  • Enhance customer experience outcomes through innovation and process redesign.
  • Improve service delivery consistency across locations.
• Governance & Value:
  • Adhere to and maintain governance frameworks and regular performance reviews.
  • Demonstrate clear business value from transformation initiatives.
• Continuous Improvement:
  • Foster a culture of innovation and continuous improvement.
  • Apply Lean Six Sigma methodologies to identify and implement optimization opportunities.