Contact Center Assistant Operations Manager

Teleperformance•Concordia, IN

1d•$60,000 - $75,000•Remote

About The Position

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% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.

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.
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.

Nice To Haves

Some travel may be required
Experience managing multiple programs concurrently is a plus.
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

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.