Assistant Operations Manager (Call Center)

AllianceOne•Port St. Lucie, FL

3d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, offers employees the opportunity to be part of a global leader in contact center management. Teleperformance focuses on creating value by providing a better customer experience. This role is for an Operations Assistant Manager in 1st Party Collections.

Requirements

3+ years of contact center or collections operations experience, including 2+ years managing supervisors or team leads.
High school diploma
Microsoft Office Suite
Collections Systems
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.
Ability to speak, read, write in the English language.

Nice To Haves

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

Responsibilities

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.
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.