Contact Center Management Professional
7 days ago
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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