Call Center Assistant Operations Manager

Teleperformance • Concordia, IN

5d • Remote

About The Position

Assist with the development, implementation, and improvement of day-to-day contact center operations for inbound technical support and customer service support. This is a 100% work-at-home position. Candidates must be located in the United States and eligible to work in the United States without sponsorship. Some travel may be required.

Requirements

• Bachelor’s degree from an accredited college or university, or equivalent work experience.
• Two to three years of contact center management experience; the qualifications also specify a minimum of two years of call 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 communication skills.
• Excellent attendance history.
• Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions.
• Eligible to work in the United States without sponsorship and located within the United States.

Nice To Haves

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

Responsibilities

• Develop and implement operational practices that establish positive employer-employee-client relationships and promote 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, 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.
• Work as a team player in a fast-paced, high-energy, change-oriented environment.
• Coordinate 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 have access to medical, vision, and dental coverage.
• Employment Assistance Programs and health and personal time off (HPT), along with eligible leave programs.
• Competitive 401(k) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.
• A culture of inclusion and diversity and opportunities for career advancement.

What This Job Offers

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