Call Center Operations Manager

Teleperformance•Brownsville, TX

10d•$60,000 - $75,000•Onsite

About The Position

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Requirements

Must have 3 years of Operations manager experience or 1 year of banking experience.
Flexible to work any 8 hours from 7 a.m. to 11 p.m.
Demonstrated leadership capabilities
Strong presentation and public-speaking skills
Strong verbal, listening, and written communications skills required
Excellent attendance history is required.
Strong computer skills with working knowledge of Microsoft Office Suite
Strong desire to help others learn

Nice To Haves

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Responsibilities

Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
Conduct training needs assessments and oversee the training function.
Develop and manage a team of 7 or more employees.
Develop, compose and compile training materials and other training aids such as equipment and visual aids
Development of courses to include customer service and technical support
Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded
Manage, lead, motivate and develop training team members
Write performance evaluations of training staff
Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
Incorporates, administers, and monitors operating budget for the training department
Thrives as a team player in a fast paced, high energy, change oriented environment
Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership