Operations Assistant Manager| Automotive | Scottsdale, AZ (On Site)

Teleperformance•Scottsdale, AZ

6d•Onsite

About The Position

Provide a hands-on approach with development, implementation, and improvement of contact center day-to-day operations for 24/7 inbound/outbound automotive technical support and customer service support. Lead supervisors, handle difficult client conversations, respond to escalations after hours, and remain high functioning in a rapidly changing operation.

Requirements

Higher, secondary specialized education, Bachelor’s degree is preferred
Overall 2+ years of experience in the Trust & Safety domain and client relevant product and policy knowledge
1+ years of experience as trainer in a client or service delivery environment (for external hires).
BEST Skills Process Excellence Collaboration Communication Emotional Intelligence Open-Mindedness Critical Thinking Solution Orientation Entrepreneurship AI Proficiency Data Literacy

Nice To Haves

Completion of an internal development initiative for trainers, such as JUMP (preferred).
Previous startup, transportation, logistics, trust & safety, dispatch, or high-accountability operations experience is strongly preferred but not required.
Must be able to demonstrate a desire to build a strong team collaborating with current client in their location, supporting TP rules and handbook while balancing the clients processes and standards.

Responsibilities

Manage operations within a 24/7 environment.
Flexible availability to develop leaders across all shifts.
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.
Ability to operate calmly and decisively during time-sensitive operational, safety, employee-relations, or client escalations while providing clear communication to internal and client stakeholders in and outside of the site.
Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
Performs other related duties and assignments as required.