Assistant Call Center Manager

Assistant Call Center Manager Montego Bay

Teleperformance, the global leader in customer experience management, has been connecting customers with the world’s most successful companies for over 40 years. Our Digital Integrated Business Services combines human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion for making it happen.

We are currently seeking a resilient individual who is not only able to communicate effectively but also able to inspire and motivate a sales team to meet targets while fostering a positive work culture.

Do you have a passion for leading in sales driven environment?  

We would like to talk to you.

Key duties and responsibilities of this role include:

• Manage and develop sales team 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.
• Review team performance and quality metrics on a regular basis to ensure that all operational metrics are met.
• Support, motivate, evaluate, develop and coach Supervisors to continually meet and exceed their individual / team targets
• Proactively maintain and deliver the required service levels whilst maximizing team productivity to ensure the desired financial goals are met
• Improve results by evaluating processes and recommending changes.
• Coordinate and enforce system policies, procedures, and productivity standard
• Participate in client meetings as required.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.

Position Requirements

• Degree in related business field and/or equivalent experience
• 2-3 years’ experience in sales with progressively increased responsibility in the call center industry, including 1-2 years’ experience in operations management or equivalent management experience.   
• Demonstrated knowledge and understanding of the call center industry specifically telesales
• Demonstrated ability to analyze and evaluate organizational reporting.
• Demonstrated ability to accurately report and communicate company and client results, budgets and forecasts.
• Working knowledge of Microsoft Office software applications, including moderate to advanced proficiency with Excel

Human Competencies

• Ability to self-motivate and manage numerous details
• Ability to direct, lead and motivate team members
• Excellent oral and written communication skills
• Flexible to manage changing priorities
• Ability to research issues as they arise and make recommendations for resolution
• Results oriented, and team player
• Ability to work autonomously and make independent decisions
• Creative problem-solving and strategic skills
• Ability to identify areas for continuous improvement and make recommendations and/or implement as needed.
• Capable of clear communication of corporate goals, objectives and results throughout large and diverse organization

An excellent compensation and benefits package will be offered to the selected candidate for this exciting role. In addition, all Teleperformance employees enjoy:

•  Free Wi-Fi
• Free lunches & snacks while in classroom training
• Free shuttle bus
• Health benefits, Paid time off
• Wellness Center with Nurse, Doctor & Counselor on site
• Management Training Program
• Onsite banking options and financial planning assistance
• Employee Engagement Programs: Staff Parties, Sports Clubs, Fun Festival Talent Show & much more!  

This position is available at our Montego Bay Location