Assistant Call Center Manager in Port St. Lucie, FL at Teleperformance US

Date Posted: 5/31/2019

Job Snapshot

Job Description

 Assist the contact center manager with day-to-day contact center operations, business planning which will ensure the staff’s operational efficiency and delivering a superior client experience.

 Assume accountability for the delivery of value-adding operations management services in support of a minimum of 500 call center advisors, technology professionals and the contact center manager.

 Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.

 Assist the contact center manager with the 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.

 Conducts management performance evaluations with unit supervisors, quality supervisor and workforce managements.

 Organize employee focus groups for feedback for future employee development programs.

 Responsible for the management follow through of the TOPS coaching program.

 Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.

 Participate as a value-adding member of the Teleperformance Advanced Services Division management team.

 Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.

 Assist with driving positive client metrics which directly influence budgets for the specific call center operation.

Job Requirements

Education

         College degree is preferred but not required. High School Diploma or GED required.

         Experience with strategic initiative development and implementation

         Experience supporting multiple disciplines in a consultative fashion

         Strong analytical skills and the ability to drive change and manage long-term projects

         Experience supporting operations with greater than 250 staff and more than one project.

         Excellent oral and written communication skills, as well as outstanding interpersonal skills

Experience

         Minimum of two years of contact center management experience with two years in inbound operations management.

         Experience managing multiple programs concurrently is a plus.

         Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements

         Experience managing operations with greater than 500 staff

         Excellent oral and written communication skills.

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