Operations Center Lead — Growth & Impact

Teleperformance; Brownsville (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401(k) plans and life insurance

Job summary

Teleperformance in Brownsville, TX is seeking a seasoned call center executive to lead and optimize center operations. The role focuses on staffing, scheduling, and ensuring service quality while maintaining strong client relations.

The ideal candidate will have 1–2 years of call center management, excellent communication, and a track record of process improvements in fast-paced environments.

Qualifications

• Bachelor’s degree or equivalent work experience.
• One to two years of call center management experience.
• Experience managing programs with varying service objectives and technical solutions.
• Strong verbal, listening, and written communications skills.
• Excellent attendance history is required.
• Proficiency in Microsoft Office including Outlook and Excel.

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 vs 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 high standards of ethical and professional conduct.
• Thrive as a team in a fast-paced, high-energy environment.
• Coordinate with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and Client.

Skills

Schedule flexibility

Travel required

Strong communication

Excellent attendance

Multi-program management

Policy/workflow improvements

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Outlook

Excel

Job description

Teleperformance in Brownsville, TX is seeking a seasoned call center executive to lead and optimize center operations. The role focuses on staffing, scheduling, and ensuring service quality while maintaining strong client relations.

The ideal candidate will have 1–2 years of call center management, excellent communication, and a track record of process improvements in fast-paced environments.