Remote Call Center Operations Leader

Teleperformance; United States; À distance; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) plans

Employee assistance programs

Leave programs

Résumé du poste

Teleperformance in the United States is hiring for a full-time operations leadership role managing inbound call center functions from a home-based setting. The position requires leading a large team across client programs, ensuring service quality and operational efficiency while coordinating with TP USA leadership.

The ideal candidate will bring 5–7 years of call center management experience, strong analytical and communication skills, and a track record of implementing process improvements and

Qualifications

• Bachelors degree or equivalent work experience.
• 5077 years of call center management experience with two years of operations management.
• Experience with strategic initiative development and implementation, policies and procedures, and work process improvements.
• Experience supporting operations of 500-1,000 FTE staff across multiple client programs with varying SLAs.
• Strong analytical skills and ability to drive change and manage long-term projects.
• Strong verbal, listening and written communications skills; interpersonal skills.

Responsabilités

• Oversee day-to-day call center operations and business planning, ensuring staff safety, security, HR development, operational efficiency and service quality.
• Deliver value-added operations management services for 50000 1,000 agents, tech pros, and PMs.
• Develop and implement operational practices to foster positive employer-employee-client relationships and morale.
• Manage compliance and reporting for call center operations including forecasting, staffing, budget, payroll, etc.
• Oversee HR recruiting, training, development and retention for the center.
• Develop and manage center HR, training, facilities, and IT staff.
• Participate as a TP USA management team member.
• Promote high standards of ethical and professional conduct.

Connaissances

Call center mgmt

Operations mgmt

Strategic initiatives

Staff recruitment

Analytical skills

Communication skills

Formation

Bachelor7s degree or equivalent

Outils

Microsoft Office

Excel

Outlook

Description du poste

Teleperformance in the United States is hiring for a full-time operations leadership role managing inbound call center functions from a home-based setting. The position requires leading a large team across client programs, ensuring service quality and operational efficiency while coordinating with TP USA leadership.

The ideal candidate will bring 5–7 years of call center management experience, strong analytical and communication skills, and a track record of implementing process improvements and