Assistant Call Center Manager

AllianceOne•Maumee, OH

2d•$22•Onsite

About The Position

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience. Job Description: We are currently seeking a talented professional to become a key member of our Operations team: Position: Assistant Call Center Manager Location: Maumee, OH (On-Site) Hours: Monday- Friday 10:00 am- 7:00 pm Pay: $21.50/hour Benefits: Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month. Overview: Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.

Requirements

College degree is preferred but not required. High School Diploma or GED required.
Completion of internal Supervisor development initiative like JUMP (preferred)
Product knowledge
Experience as Supervisor or in a leadership role
2 years in a management position, preferably from the contact center industry or Supervisor development initiative like JUMP (preferred)
Usage of MS Office
Typing speed: 30 wpm
Interpersonal skills
Communication skills
Problem solving
Analytical Ability
Leadership skills
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Team building /teamwork
Time management
Coaching skills
Results oriented
KPI knowledge and understanding

Nice To Haves

Completion of internal Supervisor development initiative like JUMP (preferred)
Experience as Supervisor or in a leadership role
2 years in a management position, preferably from the contact center industry or Supervisor development initiative like JUMP (preferred)

Responsibilities

Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
Support, motivate, evaluate, develop and coach their Supervisors to continually meet and exceed their individual / team targets
Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
Participate with internal departments to meet client’s deliverables
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
Manage a healthy program performance scorecard based on annual strategic plan of the country market
Develop direct reports and potential Operational leaders
Manage on Client´s escalations process
Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase employee retention.
Responsible for the management follow through of the TOPS coaching program
Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.
Assist the call center manager with day-to-day call center operations, business planning which will ensure the staff’s operational efficiency and delivering a superior client experience.
Assume accountability for the delivery of value-adding operations management services in support of a minimum of 500+ call center agents, technology professionals and the call center manager.
Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
Assist the call center manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
Conducts management performance evaluations with unit supervisors, quality supervisor and workforce management.