Remote Call Center Operations Manager

Teleperformance; Virginia; Hybride; USD 70 000 - 90 000; Plein temps

Résumé du poste

Teleperformance is seeking an experienced Center Operations Manager to lead remote, US-based contact center activities. You will develop and implement practices to sustain employee morale, ensure compliance, and optimize forecasting, staffing, and operations.

The role requires a bachelor’s degree or equivalent, 2–3 years of management experience, and strong communication and analytical skills. Some travel may be required, with a focus on performance and ethical conduct.

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.

Responsabilités

• 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.

Connaissances

Leadership

Communication

Data literacy

AI Proficiency

Collaboration

Critical thinking

Emotional intelligence

Entrepreneurship

Formation

Bachelor’s degree

Description du poste

Teleperformance is seeking an experienced Center Operations Manager to lead remote, US-based contact center activities. You will develop and implement practices to sustain employee morale, ensure compliance, and optimize forecasting, staffing, and operations.

The role requires a bachelor’s degree or equivalent, 2–3 years of management experience, and strong communication and analytical skills. Some travel may be required, with a focus on performance and ethical conduct.