Assistant Call Centre Manager

AllianceOne•Toronto, ON

3d•$24•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is seeking an Assistant Contact Center Manager in Toronto, ON. This role is responsible for the work environment, client satisfaction, and profitability of a program. The Assistant Manager will lead a team of Supervisors and agents, focusing on meeting and exceeding performance, quality, and satisfaction metrics through guidance, support, and education.

Requirements

2+ years leadership experience
Experience in call center environment preferred
High school diploma
Emotional Intelligence: Ability to manage both your own emotions and understand the emotions of people around you. There are five key elements to EI: self-awareness, self-regulation, motivation, empathy, and social skills.
Problem Analysis and Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action; Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
Interpersonal Effectiveness: The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others.
Leadership: Guides and inspires team to achieve a common goal and promote individual growth. Enable and help individuals to develop their skills, achieve team goals, and realize their full potential. Can lead with a vision setting strategic direction for the organization.
Delivers Results: Establishes high goals for organization success and personal accomplishment; meets or exceeds those goals; conveys a sense of urgency and drives issues to closure.
Time Management: Effectively manages one’s time and resources to ensure that work is completed efficiently; Able to effectively prioritize tasks, meet deadlines, and use time effectively. Can optimize organization's time.
Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action; Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
Self-Motivation: Internal drive and ability to initiate and sustain action towards goals, even in the face of challenges. Key components include initiative, drive to achieve, commitment, resilience, and a positive outlook.
Embrace Change: Actively identifies problems and opportunities for change and implements solutions where appropriate. Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures; Adapts well to new situations, technology, and processes. Can initiate, manage, and optimize change at the organizational level.
Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goals.
Flexibility: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.
Goal Oriented: Focused on achieving specific objectives or outcomes. It implies a drive to accomplish tasks and reach planned results.
Work with Diverse Customer Base: Uses a combination of empathy, cultural awareness, and adaptability.
Phone Communication: the ability to communicate effectively and professionally over the phone, including active listening, clear communication, and appropriate etiquette.
Resilient: The ability to bounce back from difficult situations and maintain a positive attitude and performance.
Think on Feet: The ability to quickly and effectively respond to unexpected situations, make decisions, or solve problems without extensive preparation.
Results Oriented: Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them; Focuses on achieving results or goals. Can achieve, exceed, and optimize goals aligned with organizational priorities.
Leadership: Guides and inspires colleagues to achieve a common goal and promote individual growth. Enable and help individuals to develop their skills, achieve team goals, and realize their full potential. Can lead with a vision setting strategic direction for the organization.
Analytical: Ability to collect, organize, and interpret information to identify patterns, solve problems, and make informed decisions.
Managing Performance: Taking responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
Strategic Thinking: Obtains information and identifies key issues and relationships relevant to achieving a long-range goal or vision; commits to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values. Consistently and effectively plans for both long- and short-term, adjusting plans as needed; achieves key objectives; Analyzing an organization’s competitive position by considering the market and industry trends, existing and potential customers, and strengths and weaknesses as compared to competitors.
Negotiation: Effectively explores alternatives and positions to reach outcomes that gain the support and acceptance of all parties; Communicates, persuades, and collaborates with others to reach mutually beneficial agreements or solutions. Strategically negotiates with internal stakeholders to achieve desired outcomes. Demonstrates exceptional negotiation skills in interactions with stakeholders and external partners.
Language Fluency: All organizational roles require the ability to speak, read, write in the English language. Additional languages may be required based on client program and/or line of business.
Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.
Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.
Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other’s strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.
Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures.
Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.
Microsoft Office Suite
Visual acuity to read information from computer screens, forms and other printed materials and information.
Able to speak (enunciate) clearly in conversation and general communication.
Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
Ability to sit at workstation for long periods of time.

Nice To Haves

Undergoing bachelor’s degree
Completion of internal Agent development initiative like JUMP

Responsibilities

Manage and develop 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.
Transmit company values through leading by example and demonstrating DNA in every interaction.
Support, motivate, evaluate, develop and coach 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 company 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 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 market.
Develop direct reports and potential Operational leaders.
Manage on Client´s escalations process.
Support ESAT by collaborating with 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 upper leadership 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 center agents, technology professionals and the call center manager.
Assist with the development and implementation of operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
Assist upper leadership 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 managements.
May perform other duties as requested not specifically addressed in this document.
Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support: EBITDA Revenue High Performance Culture Personal Development.
Achieve performance KPIs and established goals.
Coaching team members for development.
Appraisals of their team members.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
Recommendations for improvements on client tools, processes and customer experience.