Contact Center Assistant Operations Manager

Teleperformance USA; Maryland; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401(k) plans and life insurance

Job summary

Teleperformance USA is seeking a seasoned contact center leader to oversee day-to-day operations, compliance, and workforce planning in a fully remote role within the United States. The position requires coordinating with multiple internal teams and ensuring high service quality while driving process improvements.

The ideal candidate will have a bachelor’s degree or equivalent, 2–3 years of contact center management, and strong communication skills.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2–3 years of contact center management experience.
• Currently a supervisor or above with TOPS implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Some travel may be required.
• 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.

Responsibilities

• Develop and implement operational practices that establish positive relationships and promote 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, site security, HR development, operational efficiency and service quality.
• Promote the highest standards of ethical and professional conduct.
• Thrive as a team player in a fast-paced, high-energy environment.
• Liaise with Account Management, QA, Training, Recruiting, WFM, IT and the Client.
• Perform other related duties as required.

Skills

Contact center management

Team leadership

Executive communication

Budgeting

Problem solving

Microsoft Office

Education

Bachelor’s degree or equivalent

Tools

Microsoft Excel

Outlook

CRM systems

Job description

Category : Client Operations

Application Deadline: Ongoing until positions are filled.

About TP

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.

Benefits of working with TP include

• TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

• We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

• We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

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‑service members, veterans, and military families.

Equal Opportunity Employer

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 or contact us here (https://www.teleperformance.com/en-us/contact-us/). Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation‑related requests.

Purpose

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.

Your 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.

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 required

• Excellent attendance history is required.

• 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

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.