Assistant Operations Manager; Call Center

Now is a great time to join Alliance One! As a subsidiary of Teleperformance, Alliance One 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 Title: Operations Assistant Manager(1st Party Collections)

Location: Port St. Lucie, FL (On-Site)

Travel Required: Must be able to travel to San Antonio, TX for 2 weeks of training (paid for by company)

Pay: $25.00/hour

• 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.

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.

• Transmit company values through leading by example and demonstrating DNA in every interaction.
• Support, motivate, evaluate, develop and coach 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 company 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 Management immediately
• Participate with internal departments to meet client's 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 market.
• Develop direct reports and potential Operational leaders
• Support ESAT by collaborating with 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 upper leadership with day-to-day call center operations, business planning which will ensure the staff's operational efficiency and delivering a superior client experience.
• Assume accountability for the delivery of value-adding operations management services in support of center agents, technology professionals and the call center manager.
• Assist with the development and implementation of operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Assist upper leadership 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 managements
• May perform other duties as requested not specifically addressed in this document
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support:
• EBITDA
• Revenue
• High Performance Culture
• Personal Development
• Achieve performance KPIs and established goals
• Coaching team members for development
• Appraisals of their team members
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
• Recommendations for improvements on client tools, processes and customer experience

Work Experience

• 3+ years of contact center or collections operations experience, including 2+ years managing supervisors or team leads.

Education and Certifications

• High school diploma
• Completion of internal Agent development initiative like JUMP (preferred)

Alliance One 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. Alliance One 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

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