Assistant Call Center Manager

We are currently seeking a talented professional to become a key member of our Operations team:

Position: Assistant Call Center Manager

Location: Maumee OH (On-Site)

Hours: Monday- Friday 10:00 am- 7:00 pm

Pay: $21.50/hour

Benefits:

Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision) HSA/FSA plans 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.

Overview:

• Responsible for work environment client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents
• Manages and develops a team of assigned Supervisors to meet and exceed performance quality end-user satisfaction client satisfaction and any other relevant key operational metrics by providing them guidance support and education.

Key Responsibilities and Accountabilities:

• Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
• Support motivate evaluate develop and coach their Supervisors to continually meet and exceed their individual / team targets
• Lead DSM ISM ELPs and Works together with a Point of Contact to identify issues and generate action plans for the KPI assigned.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to Security HR Operations etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• Participate with internal departments to meet clients deliverables
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
• Manage a healthy program performance scorecard based on annual strategic plan of the country market
• Develop direct reports and potential Operational leaders
• Manage on Clients escalations process
• Support ESAT by working with AM WFM HR Payroll and other departments to increase employee retention.
• Responsible for the management follow through of the TOPS coaching program
• Responsible for the management and adherence of the daily weekly and monthly performance reporting processes.
• Assist the call center manager with day-to-day call center operations business planning which will ensure the staffs operational efficiency and delivering a superior client experience.
• Assume accountability for the delivery of value-adding operations management services in support of a minimum of 500 call center agents technology professionals and the call center manager.
• Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Assist the call center manager with the compliance and reporting for all call center operations including call volume forecasting and staffing client service commitments budget forecasted hours versus actual hours payroll etc.
• Conducts management performance evaluations with unit supervisors quality supervisor and workforce management.

Job Requirements:

Education and Specific Training:

• College degree is preferred but not required.
• High School Diploma or GED required.
• Completion of internal Supervisor development initiative like JUMP (preferred)
• Product knowledge

Work Experience:

• Experience as Supervisor or in a leadership role
• 2 years in a management position preferably from the contact center industry or Supervisor development initiative like JUMP (preferred)

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