Call Center Training & Operations Manager

Teleperformance USA; Brownsville (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Teleperformance USA seeks an experienced Training and Operations Manager to oversee a 7+ person training team in a fast-paced contact center environment. You will shape instructional design, manage needs assessments, and ensure timely reporting and client deliverables.

You will develop training materials, lead performance evaluations, and coordinate with clients to meet deadlines while maintaining high ethical standards and continuous improvement across operations.

Qualifications

• Must have 3 years of Operations manager experience or 1 year of banking experience.
• Flexible to work any 8 hours from 7 a.m. to 11 p.m. Some weekends are required.
• Demonstrated leadership capabilities.
• Strong presentation and public-speaking skills.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Strong computer skills with working knowledge of Microsoft Office Suite.
• Strong desire to help others learn.

Responsibilities

• Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
• Conduct training needs assessments and oversee the training function.
• Develop and manage a team of 7 or more employees.
• Develop, compose and compile training materials and other training aids such as equipment and visual aids
• Development of courses to include customer service and technical support
• Maintain liaison with client to ensure deadlines and expectations for reporting and training events are met
• Manage, lead, motivate and develop training team members
• Write performance evaluations of training staff
• Coordinate efforts to ensure full utilization of site training facilities, processes, resources, and equipment

Skills

Operations management

Leadership

Public speaking

Verbal communication

Written communication

Microsoft Office Suite

Tools

Microsoft Office Suite

Job description

Teleperformance USA seeks an experienced Training and Operations Manager to oversee a 7+ person training team in a fast-paced contact center environment. You will shape instructional design, manage needs assessments, and ensure timely reporting and client deliverables.

You will develop training materials, lead performance evaluations, and coordinate with clients to meet deadlines while maintaining high ethical standards and continuous improvement across operations.