Operations Support 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: Operations Support Manager

Location: Orlando, FL (On-Site)                 

Reports To: Project Manager

Pay and Benefits:

The pay rate for this position is $28.84/hour.

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 Project Manager, the Operations Support Manager is responsible for managing day-to-day overall efficiency and operational effectiveness by coordinating the efforts of the back-office functions and processes through the Operations Support office staff to ensure continuous customer service and support. This position will also develop, implement, and evaluate process improvements to ensure overall departmental effectiveness and productivity.

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 company’s operations.
• Oversees the daily operation of the Operations Support Team 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.
• Manages and develops a team of supervisor in line with organizational management processes (Teleperformance Operational Processes Standards) with the focus on developing a highly motivated Operations Support Team.
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
• 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.
• Ensure the accuracy of all reporting and adhere to meeting established deadlines.
• 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: 

• Bachelor’s degree or equivalent experience in a call center or business related field (e.g., management, sales)

Work Experience:

• Minimum 3 years of management experience in an inbound/outbound call center

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, you'll 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 [email protected].

Questions?

• Please review our privacy notice available at the following www.allianceoneinc.com/careers
• For additional information on AllianceOne visit our website at www.allianceoneinc.com