Contact Center 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

• Oversee day-to-day inbound call center operations and business planning • Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence • Manage operations serving approximately 500–1,000 call center agents, technology professionals, and project managers • Develop and implement operational practices supporting positive employer-employee-client relationships and high employee morale • Manage compliance and reporting, including call volume forecasting, staffing, client service commitments, budgets, forecasts versus actual hours, and payroll • Oversee center-wide human resource recruiting, training, development, and retention • Manage and develop human resources, training, facilities, and IT staff • Participate as a member of the TP USA management team • Promote high standards of ethical and professional conduct • Develop and manage the operating budget for the call center operation • Perform other related duties and assignments as required

🎯 Requirements

• Bachelor's degree from an accredited college or university or equivalent work experience • 5–7 years of call center management experience • At least two years of operations management experience • Experience developing and implementing strategic initiatives, operating policies and procedures, and work process improvements • Experience supporting operations of 500–1,000 FTE staff assigned to multiple client programs • Ability to manage varying service level objectives, agent skill requirements, and technical solutions • Strong analytical skills and ability to drive change and manage long-term projects • Strong verbal, listening, and written communication skills • Outstanding interpersonal skills • Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions

🏖️ 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