Remote Call Center Operations Manager

Teleperformance; United States; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Health & dental benefits

Vision benefits

401(k) plan

Life insurance

FSA plans

Retailer discounts

Zusammenfassung

Teleperformance seeks a senior operations supervisor to lead remote US contact center teams, drive process improvements, and ensure service quality across programs. The role emphasizes staff safety, compliance, and collaboration with cross-functional partners.

You will forecast workloads, manage staffing, and align operational plans with client expectations, delivering consistent performance while maintaining high attendance and strong communication practices.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Verbal communication

Team leadership

Process improvement

Collaboration

Emotional intelligence

Open-mindedness

Critical thinking

Solution orientation

Entrepreneurship

AI proficiency

Data literacy

Ausbildung

Bachelor’s degree

Two–three years contact center management

Tools

Microsoft Office

Outlook

Excel

Jobbeschreibung

Teleperformance seeks a senior operations supervisor to lead remote US contact center teams, drive process improvements, and ensure service quality across programs. The role emphasizes staff safety, compliance, and collaboration with cross-functional partners.

You will forecast workloads, manage staffing, and align operational plans with client expectations, delivering consistent performance while maintaining high attendance and strong communication practices.