Remote Operations Manager – Client Services

Teleperformance USA; North Carolina; On-site; USD 70,000 - 110,000; Full time

Job summary

Teleperformance USA is seeking a senior operations manager to assist with the development, implementation and continuous improvement of day-to-day contact center operations for inbound technical and customer service support. This 100% work-from-home role requires the candidate to be located in the United States and eligible to work without sponsorship.

You will lead cross-functional efforts across Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client to ensure

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 TOPS implementation skills.
• Experience managing programs with varying service objectives and technical solutions.
• Strong verbal, listening, and written communications skills.
• Excellent attendance history is required.
• Some travel may be required.
• Must have proficiency in Microsoft Office functions including extended Outlook and complex Excel functions.

Responsibilities

• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high 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, site security, human resource development, operational efficiency and service quality excellence.
• Promote the highest standards of ethical and professional conduct.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Liaise with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
• Perform other related duties and assignments as required.

Skills

People leadership

Call center management

Strategic development

Excel advanced

Outlook & MS Office

Communication skills

Data literacy

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Teleperformance USA is seeking a senior operations manager to assist with the development, implementation and continuous improvement of day-to-day contact center operations for inbound technical and customer service support. This 100% work-from-home role requires the candidate to be located in the United States and eligible to work without sponsorship.

You will lead cross-functional efforts across Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client to ensure