Call Center Operations Manager

Teleperformance • Concordia, IN

5d • Remote

About The Position

Develop, implement, assess, and improve the day-to-day operations of an inbound call center to meet and exceed client needs and requirements in accordance with policies and procedures. 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.

The manager oversees operations and business planning for a call center supporting approximately 500–1,000 agents, technology professionals, and project managers. The role manages service quality, staffing, compliance, budgets, human resources, training, facilities, and IT, while promoting strong employer-employee-client relationships and high employee morale. The manager is also a member of the TP USA management team and is expected to promote ethical and professional conduct and contribute effectively in a fast-paced, changing environment.

Requirements

• Bachelor’s degree from an accredited college or university, or equivalent work experience.
• 5–7 years of call center management experience, including two years of operations management.
• Experience developing and implementing strategic initiatives, particularly operating policies and procedures and work-process improvements.
• Experience supporting operations of 500–1,000 FTE staff across multiple client programs with varying service-level objectives, agent skill requirements, and technical solutions.
• Strong analytical skills and ability to drive change and manage long-term projects.
• Strong verbal, listening, and written communication skills, and outstanding interpersonal skills.
• Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions.
• Must be located in the United States and eligible to work in the United States without sponsorship.

Responsibilities

• Oversee day-to-day call center operations and business planning, including staff safety, physical site security, human resource development, operational efficiency, and service quality.
• Provide operations management services supporting approximately 500–1,000 call center agents, technology professionals, and project managers.
• Develop and implement operational practices that foster positive employer-employee-client relationships and high employee morale.
• Manage compliance and reporting, including call-volume forecasting and staffing, client service commitments, budgets, forecasted versus actual hours, and payroll.
• Oversee call-center-wide recruiting, training, development, and retention.
• Manage and develop center human resources, training, facilities, and IT staff.
• Participate as a member of the TP USA management team.
• Promote high standards of ethical and professional conduct through individual performance.
• Develop and manage the operating budget for the call center operation.
• Work effectively as a team player in a fast-paced, high-energy, change-oriented environment.
• Perform other related duties and assignments as required by the manager.

Benefits

• Eligible team members may have access to comprehensive medical, vision, and dental benefits.
• Employment Assistance Programs and health and personal time off and leave programs, as eligible.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance and pet insurance.
• Flexible spending account plans.
• Retailer discounts.
• Career advancement opportunities.
• An inclusive and diverse workplace culture.

What This Job Offers

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