Operations Team Lead

3 days ago

Maumee, Ohio, United States AllianceOne Incorporated Full time

Overview

AllianceOne Incorporated is a subsidiary of Teleperformance, a global leader in contact center management. We offer our employees the opportunity to be part of a worldwide organization with a strong presence.

The role of Assistant Contact Center Manager at AllianceOne Incorporated involves leading by example and demonstrating corporate values in every interaction. The successful candidate will support supervisors, motivate them, evaluate their performance, develop and coach them to continually meet and exceed individual and team targets.

The Assistant Contact Center Manager will work together with DSM, ISM, ELPs, and other teams to identify issues and generate action plans for Key Performance Indicators (KPIs). They will ensure all Teleperformance policies and procedures are adhered to and communicate any infractions to management immediately.

This position requires proactive maintenance and delivery of required service levels while maximizing productivity in the team to achieve the desired operational margin. The successful candidate will also manage a healthy program performance scorecard based on the annual strategic plan of the country market.

Job Responsibilities:

  • Transmit corporate values through leadership and demonstration.
  • Support, motivate, evaluate, develop and coach supervisors.
  • Lead DSM, ISM, ELPs, and works together with a Point of Contact to identify issues and generate action plans for KPIs.
  • Ensure adherence to Teleperformance policies and procedures.
  • Participate with internal departments to meet client deliverables.
  • Proactively maintain and deliver required service levels.
  • Manage a healthy program performance scorecard.
  • Develop direct reports and potential Operational leaders.
  • Manage client escalations process.
  • Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase employee retention.
  • Responsible for TOPS coaching program follow-through.
  • Responsible for daily, weekly, and monthly performance reporting processes.
  • Assist the call center manager with day-to-day operations and business planning.
  • Accountable for delivering value-adding operations management services.
  • Assist with development and implementation of operational practices.
  • Conduct management performance evaluations.

Requirements:

Education:

  • College degree preferred but not required.
  • High School Diploma or GED required.

Work Experience:

  • Experience as supervisor or in a leadership role.
  • 2 years in a management position, preferably from the contact center industry.

Technical Skills:

  • Usage of MS Office.
  • Typing speed: 30 wpm.

Competencies and Specific Skills:

  • Interpersonal skills.
  • Communication skills.
  • Problem solving.
  • Analytical Ability.
  • Leadership skills.
  • Management skills.
  • Planning and organizing.
  • Customer service oriented / Sales skills.
  • Flexibility.
  • Stress tolerance.
  • Job motivation.
  • Team building /teamwork.
  • Time management.
  • Coaching skills.
  • Results oriented.
  • KPI knowledge and understanding.

Compensation and Benefits:

The estimated salary for this role is $23.59/hour. Our comprehensive benefits include Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Generous Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more. Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

Location:

Maumee, OH (On-Site)

Hours:

Monday-Friday 9:00 AM-5:30 PM

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