Operations Assistant Manager

Teleperformance USA; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Teleperformance USA is seeking a Contact Center Operations Manager to oversee inbound technical support and customer service operations. Ideal candidates have a Bachelor's degree, with two to three years of management experience in a contact center setting. This position encourages a positive work environment and requires strong leadership and problem-solving skills.

Benefits

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k)

Paid Time Off

Employee wellness and engagement programs

Qualifications

• Two to three years of contact center management experience.
• Currently a supervisor or above with excellent TOPS implementation skills.
• Experience managing multiple programs concurrently is a plus.

Responsibilities

• Develop and implement operational practices for positive relationships and high employee morale.
• Manage compliance and reporting for all center operations.
• Oversee day-to-day contact center operations ensuring service quality excellence.

Skills

Emotional Intelligence

Self-Management

Leadership Skills

Analytical Thinking

Problem Solving

Interpersonal Skills

Assertive Communication

Active Listening

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office

Job description

Category : Client Operations

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

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.

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.

TP Leadership Skills

• Emotional Intelligence

• Self-Awareness

• Self-Management

• Empathy

• Knowledge

• TP Processes (for internal only)

• Call Center Acumen

• Supervisor Role Understanding

• Technology

• Microsoft Office

• Problem Solving

• Problem Solving & Critical Thinking

• Analytical Thinking

• Interpersonal Skills

• Assertive Communication

• Active Listening

• Leadership Skills

• Feedback

• Achievement orientation

• Goals establishment

• Follow up

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.

TP is an Equal Opportunity Employer