Call Center Operations Manager

Teleperformance•Margate, FL

2d•Onsite

About The Position

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. 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. Purpose Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

Requirements

Banking and fraud industry experience preferred
Bachelor’s degree from an accredited college or university or equivalent work experience
5-7 years of call center management experience with two years of operations management
Experience with strategic initiative development and implementation, specifically with operating policies and procedures and work process improvements
Experience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions
Strong analytical skill and the ability to drive change and manage long term projects
Strong verbal, listening and written communications skills required, as well as outstanding interpersonal skills
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Nice To Haves

Banking and fraud industry experience preferred

Responsibilities

Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence
Assume accountability for the delivery of value added operations management services in support of approximately 500 – 1000 call center agents, technology professionals, and project managers
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 call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
Oversee center wide human resource recruiting, training, development and retention.
Manage and develop center human resources, training, facilities, and IT staff
Participate as a value adding member of the TP USA management team
Promote the highest standards of ethical and professional conduct through demonstrated individual performance
Develop and manage the operating budget for the specific call center operation
Thrive as a team player in a fast paced, high energy, change oriented environment
Perform other related duties and assignments as required by manager