Call Center Assistant Operations Manager

Teleperformance•Brownsville, TX

3d•Onsite

About The Position

About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include: Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! Purpose Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support. This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Requirements

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 required
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.
Excellent verbal and oral communication skills.
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Nice To Haves

Experience managing multiple programs concurrently is a plus.
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

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.