Tele Production Manager EMEA
The Tele Production Manager oversees the Tele Production delivery teams to ensure they are adequately resourced, managed and are meeting KPIs. Currently the role is supported by the Business Support Manager and Team Leaders/Campaign Support Managers. This role has overall responsibility for operational delivery within Tele Production at MarketOne Europe.
Key aspects of the Role:
The Tele Production Manager will be responsible for recruiting, developing and managing high performing teams to deliver on a wide variety of campaigns for our international client base. The role will include working on structured remuneration and reward plans, effective training and development programmes and providing a comprehensive and consistent career development process within which individuals’ career paths and progression is effectively managed and through which individuals are highly motivated to achieve outstanding results for the business.
This role will be accountable to the Account Managers for the delivery on tele campaigns in terms of timeliness, quality and volume. The Tele Production Manager will have a strong understanding of the parameters of campaign design and will be able to analyse and manage metrics and financial aspects of campaigns in order to achieve maximum throughput and client satisfaction.
Another important aspect of the role is to help the team become more data driven. To that end, the Tele Production Manager will work closely with and as a business partner to the CTO office to ensure effective use of company tools, systems and data sources (e.g. NetSuite, OpenAir, Jira, DS1, etc.).
The Tele Prod Manager will support Company-wide initiatives and strategies that achieve revenue growth and operational efficiency KPIs. The Tele Prod Manager will be required to build strong relationships across the global business. A robust and clear management style will be necessary to ensure that the delivery teams are productive and responsive and deliver quality results. Attention to detail is essential.
Specific duties include:
- Manage all elements of employee resourcing, including:
o Forecast resource need
o Assign resources to programs
o Ensure timesheets are submitted/approved on a weekly basis
- Manage all elements of employee performance, including:
o Compensation plans (annual reviews & monthly bonuses)
- Track and achieve operational KPIs such as:
o Blended Hourly Rates (BHRs) (by account, program and/or in aggregate)
o Utilisation and billability rates (by resource and/or in aggregate)
o Gross profit (by account, program and/or in aggregates
- Oversee approval of temp and contractor charges
- Review and submit to Finance monthly revenue recognition
- Review subcontract cross charges from other offices to verify validity
- Approve staff expenses