Operations Assistant Manager

Teleperformance USA • Florida, Florida • 1w ago

Category : Client Operations

About TP

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.

Benefits of working with TP include:

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

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.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

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.

Your 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 **.

Qualifications**

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 .

Some travel may be 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.

Experience managing multiple programs concurrently is a plus.

Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

Excellent verbal and oral communication skills.

TP Leadership Skills

Emotional Intelligence

Self-Awareness?

Self-Management?

Empathy?

Knowledge?

TP Processes (for internal only)?

Call Center Acumen?

Supervisor Role Understanding

Technology?

Microsoft Office?

Problem Solving?

Problem Solving & Critical Thinking?

Analytical Thinking?

Interpersonal Skills?

Assertive Communication?

Active Listening?

Leadership Skills

Feedback?

Achievement orientation?

Goals establishment?

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