Call Center Operations Manager

Teleperformance USA • North Lauderdale, FL • 2d 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

Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures

This position is 100% onsite in North Lauderdale, FL . W ork at home is not available for this position.

Your Responsibilities

Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence

Assume accountability for the delivery of value added operations management services in support of approximately 500 - 1000 call center agents, technology professionals, and project managers

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 call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.

Oversee center wide human resource recruiting, training, development and retention.

Manage and develop center human resources, training, facilities, and IT staff

Participate as a value adding member of the TP USA management team

Promote the highest standards of ethical and professional conduct through demonstrated individual performance

Develop and manage the operating budget for the specific call center operation

Thrive as a team player in a fast paced, high energy, change oriented environment

Perform other related duties and assignments as required by manager

Qualifications

Banking and fraud industry experience preferred

Bachelor's degree from an accredited college or university or equivalent work experience

5-7 years of call center management experience with two years of operations management

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

Experience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives , agent skill requirements and technical solutions

Strong analytical skill and the ability to drive change and manage long term projects

Strong verbal, listening and written communications skills required , as well as outstanding interpersonal skills

Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Soft Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy?

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer

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