Call Center Operations Lead

Teleperformance; Richmond (VA); On-site; USD 50,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401(K) plan

Life insurance

Supplemental medical coverage

Critical care insurance

Pet insurance

FSA plans

Retailer discounts

Job summary

Teleperformance in the United States is seeking a contact center leader to oversee day-to-day operations, staffing, and client service commitments. The role focuses on building positive relationships, ensuring compliance, and driving operational excellence.

Candidates should have a bachelor’s degree or equivalent experience, 2–3 years in contact center management, and strong communication and Microsoft Office skills.

Qualifications

• Two to three years of contact center management experience.
• Currently a supervisor or above (internal: with excellent TOPS implementation skills).
• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
• Excellent verbal and written communications skills.
• Some travel may be required.
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

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
• Performs other related duties and assignments as required.

Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Education

Bachelor’s degree / equivalent experience

Tools

Microsoft Excel

Microsoft Outlook

Job description

Teleperformance in the United States is seeking a contact center leader to oversee day-to-day operations, staffing, and client service commitments. The role focuses on building positive relationships, ensuring compliance, and driving operational excellence.

Candidates should have a bachelor’s degree or equivalent experience, 2–3 years in contact center management, and strong communication and Microsoft Office skills.