Image Review Manager

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance AllianceOne provides employees the opportunity to be part of a global leader in contact center management with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.

Job Description:

Now accepting applications for the following position:

Job Title: Image Review Manager

Location: Orlando FL(On-Site)

Reports To: Contact Center Manager

Hours: Monday- Friday 7:00 am- 3:30 pm

Pay and Benefits:

The pay range for this position is $28.00- $32.00/hour dependent upon qualifications.

Our comprehensive benefits include but are not limited to: 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.

Description:

Reporting to the Contact Center Manager the Image Review Manager is responsible for overseeing the Image Review procedures to ensure all unpaid tolls and enforcement activities are performed accurately and contractual requirements are met as well as operational management functions including but not limited to scheduling payroll and training. The Image Review Manager is also responsible for providing functional direction guidance training and mentorship to all staff within the Image Review functional areas.

ESSENTIAL ACCOUNTABILITIES:

• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and execution to enhance profitability productivity and efficiency throughout the companys operations.
• Oversees the daily operation of the Service Center and its various components ensuring SOW compliance and KPI goals. Including CSAT and ESAT.
• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Act to resolve escalated customer concerns at the contact center and from client personnel.
• Manages and develops a team of one supervisor in line with organizational management processes (Teleperformance Operational Processes Standards) with the focus on developing a highly motivated Service Center.
• Implements processes to ensure that teams can manage their operations intra-day by day week and month to prioritize their actions for the day.
• Collect understand and apply data related to unpaid tolls and coordinate the processing of customer payments on unpaid tolls.
• Participate in monthly and quarterly Business review meetings with the client.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Participates in the development and implementation of unit policies and procedures. Participate in client meetings as required.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to Security HR Operations etc. and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
• Works together with a Point of Contact to identify issues and generate action plans for the KPI assigned.

Required Education and Experience:

• Bachelors degree or equivalent experience in a call center or business related field (e.g. management sales)

Work Experience:

• Three (3) plus years supervisory experience preferably in a service-oriented customer service environment.

Knowledge Skills & Abilities:

Technical Skills

• Ability to type 30 wpm.
• Basic computer navigation skills
• Self-motivated problem solver and use critical thinking.
• Availability to work various shifts.
• Proven oral & written communication skills.

Competencies and Specific Skills

• Achievement Oriented
• Analytical Ability
• Communication Skill
• Decision-Making
• Flexibility
• Judgment
• Management Skills
• Planning and Organizing
• Problem Solving
• Strategic thinking
• Stress tolerance
• Coaching Skills
• Skills in testing or results and processes comply with the requirements
• Facilitation Skills
• Project management skills
• Change management skills
• KPI knowledge and understanding

Physical Requirements

• Visual acuity to read information from computer screens forms and other printed materials and information.
• Able to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication conversation and face-to-face interactions.
• Manual dexterity for typing writing standing and reaching flexibility body movement for bending crouching walking kneeling and prolonged sitting.
• Lifting and moving objects and equipment up to 25 lbs.
• Ability to sit at workstation for long periods of time

If you like wild growth and working with happy enthusiastic over-achievers youll enjoy your career with us!

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. AllianceOne is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation please email us at .

Questions

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