Assistant Program Manager
ContactPoint 360
- Hanover / St. James / Trelawny
- Not disclosed
- Permanent full-time
- Updated 21/11/2024
- Luzan Buchanan
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!
Why Join ContactPoint360?
At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
Our Purpose:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
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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
