[Hiring] Call Center Assistant Operations Manager @Teleperformance

Role Description

Assist with the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service support. This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.

Responsibilities

• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency, and service quality excellence.
• Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client.
• Perform other related duties and assignments as required.

Qualifications

• Bachelor’s degree from an accredited college or university or equivalent work experience.
• Two to three years of contact center management experience.
• Currently a supervisor or above with excellent TOPS implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
• Strong verbal, listening, and written communications skills.
• Excellent attendance history.
• Some travel may be required.
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.
• Minimum of two years of call center management experience.
• Experience managing multiple programs concurrently is a plus.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
• Excellent verbal and oral communication skills.

Soft Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Benefits

• Comprehensive health benefits, which may include medical, vision, and dental.
• Resources for mental health and well-being, including Employment Assistance Programs, health and personal time off (HPT), and leave programs.
• Competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Company Description

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944.