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

Teleperformance • Richmond, VA

1d • $50,000 - $54,000 • Onsite

About The Position

Assist with the development, implementation, and improvement of day-to-day contact center operations for inbound technical support and customer service. Oversee center operations and business planning, with responsibility for operational efficiency, service quality, staffing, compliance, reporting, employee development, safety, and site security. Work collaboratively with internal support teams and the client in a fast-paced, high-energy, change-oriented environment. The role is onsite in Richmond, Virginia. Salary: $50,000–$54,000. Applications are accepted on an ongoing basis until positions are filled.

Requirements

• Bachelor’s degree from an accredited college or university, or equivalent work experience.
• Two to three years of contact center management experience; the posting also specifies a minimum of two years of 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.
• Experience with strategic development and implementation, particularly operating policies and procedures and work-process improvements.

Nice To Haves

• Experience managing multiple programs concurrently.
• Some travel may be required.

Responsibilities

• Develop and implement operational practices that support positive employer-employee-client relationships and high employee morale.
• Manage center compliance and reporting, 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, including staff safety, physical site security, human resource development, operational efficiency, and service quality.
• Promote high standards of ethical and professional conduct through individual performance.
• Collaborate with Account Management, Quality Assurance, Training, Recruiting, Workforce Management (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 and health and personal time off and leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance and pet insurance.
• Flexible Spending Account (FSA) plans.
• Retailer discounts.
• Career advancement opportunities.
• A workplace culture focused on inclusion, diversity, employee well-being, and work-life balance.

What This Job Offers

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