Contact Center Management Professional

7 days ago


Maumee, Ohio, United States AllianceOne Incorporated Full time

About AllianceOne

As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management.

Key Responsibilities

  • Leverage company values by leading by example and demonstrating DNA in every interaction.
  • Support, motivate, evaluate, develop and coach team members to meet and exceed targets.
  • Identify issues and generate action plans for key performance indicators (KPIs).
  • Ensure adherence to company policies and procedures.
  • Collaborate with internal departments to meet client deliverables.
  • Maintain service levels while maximizing productivity in the team.
  • Manage program performance scorecards based on annual strategic plans.
  • Develop direct reports and potential leaders.
  • Manage escalations process.
  • Support employee satisfaction through working with various departments.
  • Implement operational practices that promote positive employer-employee-client relationships.
  • Assist with compliance and reporting for call center operations.
  • Conduct management performance evaluations.

Requirements

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

Benefits

  • Health Insurance (Medical/Dental/Vision).
  • HSA/FSA plans.
  • Generous Paid Time Off package.


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