Call Center Assistant Operations Manager

Teleperformance•Port Saint Lucie, FL

1d•Onsite

About The Position

TP is a global, digital business services company that delivers 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, TP's global scale and local presence allow it to be a force of good in supporting communities, clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, TP makes people's lives simpler, faster, and safer, helping companies adapt quickly to changing needs. The purpose of this position is to 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 Port St. Lucie, FL.

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
Excellent attendance history
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
Minimum of two years of call center management experience.
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
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.
Some travel may be

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
Perform other related duties and assignments as needed.