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Contact Center Manager
2 months ago
About TP
Teleperformance 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 410,000 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 program
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 El Paso, TX. Work 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 Teleperformance 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
- 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.
- Training among call centers required – approximately 20% travel to other call center locations
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.
Teleperformance is an Equal Opportunity Employer
JUMP Program Update:
Have you heard about our JUMP Program? Good News, JUMP Graduates are preferred for Supervisor, Analyst, Trainer, Talent Acquisition Representatives, ACEM, and CEM, positions. For Jump Registration send an email to tpusajumpandfoundations@teleperformance.com and sign up today
