Note: The job is a remote job and is open to candidates in USA. TP is hiring a Call Center Operations Manager to develop, implement, assess, and improve the day-to-day operations of an inbound call center. The role oversees operational planning, staffing, service quality, compliance, budgeting, and workforce development.
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
Skills
- This candidate must be located within the US and be eligible to work in the US without sponsorship
- 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
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
Benefits
- Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
- Resources, including Employment Assistance Programs, space in the form of 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.
- 100% work at home.
- A platform for limitless career advancement.
Company Overview