Assistant Call Center Manager | Automotive | Richmond, VA (Onsite)

Teleperformance • Richmond, VA

1d • $50,000 - $54,000 • Onsite

About The Position

The Assistant Call Center Manager assists with developing, implementing, and improving day-to-day contact center operations for inbound technical support and customer service support. The role oversees contact center operations and business planning, including staffing, service quality, operational efficiency, staff safety, site security, and human resource development. It manages operational compliance and reporting, including call-volume forecasting, staffing, client service commitments, budgets, forecasted versus actual hours, and payroll. The manager also works with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client to support effective operations.

Requirements

• Bachelor’s degree from an accredited college or university, or equivalent work experience.
• At least two years of contact center or call center management experience.
• Currently a supervisor or above; internal candidates should have excellent TOPS implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
• Strong verbal, listening, and written communication skills.
• Excellent attendance history.
• Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions.
• Some travel may be required.

Nice To Haves

• Experience managing multiple programs concurrently.
• Experience with strategic development and implementation, particularly operating policies and procedures and work-process improvements.

Responsibilities

• Develop and implement operational practices that foster positive employer-employee-client relationships and high employee morale.
• Manage compliance and reporting for center operations, including call-volume forecasting and staffing, client service commitments, budgets, forecasted versus actual hours, and payroll.
• Oversee day-to-day contact center operations and business planning, supporting staff safety, physical site security, human resource development, operational efficiency, and service quality.
• Promote high standards of ethical and professional conduct through individual performance.
• Work 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.

Benefits

• Eligible team members may receive medical, vision, and dental coverage.
• Employment Assistance Programs, health and personal time off, and leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible spending account plans.
• Retailer discounts.
• Career advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager