Contact Center Assistant Operations Manager

Teleperformance•Las Vegas, NV

6h•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

Sales leadership
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 is .
Some travel may be
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
Excellent verbal and oral communication skills.

Nice To Haves

Experience managing multiple programs concurrently is a plus.
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
Soft Skills 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.