Assistant Contact Center Operations Manager
7 days ago
As a subsidiary of Teleperformance, AllianceOne offers a unique opportunity to be part of a global leader in contact center management.
Salary and BenefitsThe estimated annual salary for this role is approximately $48,649, based on an hourly rate of $23.59 and a standard 40-hour workweek. Comprehensive benefits include health insurance, HSA/FSA plans, paid time off, optional daily pay, EAP, and 401k after 90 days.
Job DescriptionThis is an exciting opportunity to join our Operations team as a key member. Your responsibilities will include:
- Transmitting company values through leadership by example and demonstrating DNA in every interaction.
- Supporting, motivating, evaluating, developing, and coaching supervisors to meet and exceed individual and team targets.
- Leveraging DSM, ISM, ELPs, and works with a point of contact to identify issues and generate action plans for assigned KPIs.
- Ensuring adherence to all company policies and procedures, including security, HR, operations, etc., and communicating any infractions to management immediately.
- Collaborating with internal departments to meet client deliverables.
- Maintaining and delivering service levels while maximizing productivity to ensure desired operational margin.
You will be responsible for:
- Managing a healthy program performance scorecard based on the annual strategic plan.
- Developing direct reports and potential operational leaders.
- Managing client escalations processes.
- Supporting employee satisfaction by working with AM, WFM, HR, payroll, and other departments to increase retention.
- Responsible for the management follow-through of the TOPS coaching program.
- Managing daily, weekly, and monthly performance reporting processes.
To succeed in this role, you will need:
- A college degree or high school diploma/GED.
- Completion of internal supervisor development initiatives like JUMP (preferred).
- Product knowledge.
- Experience as a supervisor or in a leadership role.
- At least two years of management experience, preferably in the contact center industry or similar field.
You should have:
- Proficiency in MS Office.
- Excellent interpersonal, communication, problem-solving, analytical, leadership, management, planning, organizing, customer service, flexibility, stress tolerance, job motivation, team building, time management, coaching skills, and results-oriented abilities.
- KPI knowledge and understanding.
AllianceOne is committed to providing equal opportunities for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are dedicated to creating a diverse and inclusive workplace that values teamwork and collaboration.
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Contact Center Management Professional
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