Contact Center Manager Assistant

3 weeks ago


Maumee, Ohio, United States AllianceOne Incorporated Full time

We are currently seeking a talented professional to become a key member of our Operations team at AllianceOne Incorporated. This role involves supporting supervisors, motivating them, evaluating their performance, developing and coaching them to continually meet and exceed individual and team targets.

The successful candidate will lead DSM, ISM, ELPs, and works together with a Point of Contact 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.

Key Responsibilities:

  • 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.

Salary 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 and Hours:

Maumee, OH (On-Site)

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



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