Assistant Program Manager

Summary

The Assistant Program Manager is responsible for supporting the effective management of operations to ensure client satisfaction and organizational success. This role includes analyzing and maintaining client service level agreements, driving revenue generation, managing and developing team leaders and their associates, and fostering strong client relationships.

Benefits

• • Competitive salaries
• • Employee Recognition program
• • Career advancement opportunities
• • Health Insurance
• • Employee referral program
• • Lunch Subsidy

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

Qualifications

• • Bachelor’s degree
• • 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.

Additional Information and Instructions

🔗 Requirements for Applicants: ✅ Must be 18 years or older ✅ Possess a valid Government-issued photo ID, TRN, and NIS ✅ Be prepared to provide a police record ✅ Pass an employment background check

About ContactPoint360

Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work. At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization. We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

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