Note: The job is a remote job and is open to candidates in USA. TP is hiring a Call Center Assistant Operations Manager to support the development, implementation, and improvement of day-to-day contact center operations for inbound technical support and customer service. The role oversees operational performance, staffing, compliance, service quality, and coordination with internal teams and the client.
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
Skills
- 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
- 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 with strategic development and implementation specifically with operating policies and procedures, and work process improvements
- Excellent verbal and oral communication skills
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
- This candidate must be located within the US and be eligible to work in the US without sponsorship
- Experience managing multiple programs concurrently is a plus
Benefits
- Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
- Employment Assistance Programs.
- Health and personal time off (HPT), and leave programs as eligible.
- Competitive 401(K) plans.
- Life insurance.
- Supplemental medical coverage.
- Critical care insurance.
- Pet insurance.
- FSA plans.
- Retailer discounts.
- A platform for limitless career advancement.
- 100% work at home; candidates must be located within the US.
Company Overview