Remote Operations Manager, Contact Center

Teleperformance USA; Utah; On-site; USD 65,000 - 95,000; Full time

Job summary

Teleperformance USA is seeking a seasoned operations professional to lead inbound and technical support contact center functions from a home-based role within the United States. You will drive day-to-day operations, forecasting, staffing, and service level commitments while coordinating with cross-functional teams.

The ideal candidate brings 2+ years of call center management, strong communications, and a proven track record of improving processes and policies.

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.
• 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.

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 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.

Skills

Leadership

Communication

Ability to work remotely

MS Office proficiency

Call center management

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Teleperformance USA is seeking a seasoned operations professional to lead inbound and technical support contact center functions from a home-based role within the United States. You will drive day-to-day operations, forecasting, staffing, and service level commitments while coordinating with cross-functional teams.

The ideal candidate brings 2+ years of call center management, strong communications, and a proven track record of improving processes and policies.