Contact Center Assistant Operations Manager

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Teleperformance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.

📋 Description

• Assist with the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service support • Develop and implement operational practices that establish positive employer-employee-client relationships and promote employee morale • Manage compliance and reporting for center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and related metrics • Oversee day-to-day contact center operations and business planning • Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence • Promote high standards of ethical and professional conduct through demonstrated individual performance • Liaise with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client • Perform other related duties and assignments as required

🎯 Requirements

• 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 • Excellent TOPS implementation skills • Experience managing programs with varying service objectives, agent skill requirements, and technical solutions • Strong verbal, listening, and written communication skills • Excellent attendance history • Some travel may be required • Proficiency in Microsoft Office, 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 of operating policies, procedures, and work process improvements • Must be located within the US • Must be eligible to work in the US without sponsorship

🏖️ Benefits

• Comprehensive health benefits, which may include medical, vision, and dental • Mental health and well-being resources • Employment Assistance Programs • Health and personal time off (HPT) • Leave programs as eligible • Competitive 401(K) plans • Life insurance • Supplemental medical coverage • Critical care insurance • Pet insurance • FSA plans • Retailer discounts • Career advancement opportunities • Inclusive and diverse workplace culture • Support for active-duty service members, veterans, and military families