Senior Remote Call Center Operations Leader

Teleperformance; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Paid time off

Job summary

Teleperformance USA is seeking a seasoned Call Center Operations Manager to lead day-to-day operations for a large, distributed contact center. The role oversees 500–1,000 agents and related staff, driving service quality and efficiency while managing budgets and strategic initiatives.

The position is fully remote within the United States, requiring strong analytics, cross-functional collaboration, and a commitment to a high-performance culture.

Qualifications

• Bachelor’s degree from an accredited college or university or equivalent work experience.
• 5-7 years of call center management experience with two years of operations management.
• Experience with strategic initiative development and implementation, specifically with operating policies and procedures and work process improvements.
• Experience supporting operations of 500-1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions.
• Strong analytical skill and the ability to drive change and manage long term projects.
• Strong verbal, listening and written communications skills required, as well as outstanding interpersonal skills.
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Responsibilities

• Oversee day‑to‑day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
• Assume accountability for the delivery of value added operations management services in support of approximately 500 – 1000 call center agents, technology professionals, and project managers.
• 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 call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee center wide human resource recruiting, training, development and retention.
• Manage and develop center human resources, training, facilities, and IT staff
• Participate as a value adding member of the TP USA management team
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance
• Develop and manage the operating budget for the specific call center operation
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other related duties and assignments as required by manager

Skills

Staff management

Operations management

Call center leadership

Forecasting

Budget management

Communication skills

Microsoft Office / Excel

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Teleperformance USA is seeking a seasoned Call Center Operations Manager to lead day-to-day operations for a large, distributed contact center. The role oversees 500–1,000 agents and related staff, driving service quality and efficiency while managing budgets and strategic initiatives.

The position is fully remote within the United States, requiring strong analytics, cross-functional collaboration, and a commitment to a high-performance culture.