Operations Assistant Manager

Teleperformance•Brownsville, TX

12d

About The Position

The Operations Assistant Manager oversees day-to-day contact center operations and business planning, supporting staff safety, site security, employee development, operational efficiency, and service quality. The role manages operational compliance and reporting, including call-volume forecasting and staffing, client service commitments, budgets, forecasted versus actual hours, and payroll. It also develops operational practices that foster positive relationships among employees, the employer, and clients and promote high morale. The position works closely with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client, and calls for ethical conduct and effectiveness in a fast-paced, high-energy, change-oriented environment. The stated schedule is Monday through Friday, 9:00 AM–5:30 PM CT, with flexibility for weekends and different hours during peak seasons. Travel for client visits is required. The application deadline is ongoing until positions are filled.

Requirements

Bachelor’s degree from an accredited college or university, or equivalent work experience.
One to two years of call center management experience.
Experience managing programs with varying service objectives, agent skill requirements, and technical solutions.
Strong verbal, listening, and written communication skills.
Excellent attendance history.
Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions.
Experience with strategic development and implementation, specifically operating policies and procedures and work-process improvements.
Availability for the stated Monday–Friday schedule and flexibility for weekends and different hours during peak seasons.
Ability to travel for client visits.

Nice To Haves

Experience managing multiple programs concurrently.

Responsibilities

Develop and implement operational practices that establish positive employer-employee-client relationships and promote high employee morale.
Manage compliance and reporting for center operations, including call-volume forecasting and staffing, client service commitments, budgets, forecasted hours versus actual hours, and payroll.
Oversee day-to-day contact center operations and business planning, including staff safety, physical site security, human resource development, operational efficiency, and service quality.
Promote high standards of ethical and professional conduct through individual performance.
Work as a team player in a fast-paced, high-energy, change-oriented environment.
Maintain liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client.
Perform other related duties and assignments.

Benefits

Eligible team members may receive medical, vision, and dental benefits.
Employment Assistance Programs, health and personal time off, and leave programs, as eligible.
Competitive 401(k) plans.
Life insurance and supplemental medical coverage.
Critical care insurance.
Pet insurance.
Flexible spending account plans.
Retailer discounts.
Career advancement opportunities.
A culture focused on inclusion and diversity.