Assistant Program Manager
ContactPoint 360
- Hanover / St. James / Trelawny
- Not disclosed
- Permanent full-time
- Updated 09/02/2026
- Annacia Veitch
Join our ContactPoint360 Family, today! Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!
Join our ContactPoint360 Family, today!
Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!
About ContactPoint360
If you want to be the next CEO… we’re not joking.
Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.
ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.
If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.
Our Purpose:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
Check out her Youtube video:
Responsibilities:
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client.
- Handle a team of team leaders
- Deliver any other request requested by your direct boss when required
Requirements:
- Excellent verbal and written communication, motivational, and interpersonal skills.
- Strong leadership, people management, delegation, and organizational abilities.
- Minimum of 10 years’ experience in BPO.
- Minimum of 3 years as an Manager.
- Collection Experience is Mandatory.
- Excellent technical, diagnostic, and troubleshooting skills.
- Willingness to build professional relationships with team members and clients.
- Proficiency in office software such as Microsoft Word, and Excel.
- A keen eye for detail and the ability to spot spelling and grammatical errors.
- Ability to pass a background check.
- Ability to work a 24/7 shifting schedule in a call centre environment to service customers.
Qualification:
- Bachelor’s degree
We VALUE our employees by providing:
- Competitive salaries
- Employee Recognition program
- Career advancement opportunities
- Health Insurance
- Employee referral program
- Lunch Subsidy
All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.
ContactPoint 360
- 13 Crane Boulevard, Beauty Queen Complex,Fairview Drive, Montego Bay, Jamaica, W.I
