Assistant Contact Center Manager

About the position

The Assistant Contact Center Manager at Teleperformance USA is responsible for assisting in the development, implementation, and improvement of day-to-day operations within the contact center, focusing on inbound technical support and customer service. This role emphasizes fostering positive relationships among employees and clients while ensuring operational efficiency and service quality excellence. The position is fully remote and is a temporary assignment lasting approximately five months.

Responsibilities
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
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• 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.
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• 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.
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• Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
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• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
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• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
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• Perform other related duties and assignments as required.

Requirements
• Bachelor’s degree from an accredited college or university or equivalent work experience.
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• Two to three years of contact center management experience.
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• Currently a supervisor or above with excellent TOPS implementation skills.
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• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
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• Strong verbal, listening, and written communications skills required.
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• Excellent attendance history is required.
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• Proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Nice-to-haves
• Experience managing multiple programs concurrently is a plus.
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• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

Benefits
• Paid Training
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• Competitive Wages
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• Full Benefits (Medical, Dental, Vision, 401k and more)
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• Paid Time Off
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• Employee wellness and engagement program