Assistant Call Center Manager in Fort Collins at Teleperformance US

Date Posted: 11/7/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    260 East Horsetooth Road
    Fort Collins
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/7/2019

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.
  • Responsible for the management follow through of the coaching program.
  • Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.
  • 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

EXPERIENCE

  • Three years of call center management experience with two years in inbound operations management.
  • 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.

 

EDUCATION

  • College degree is preferred but not 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 500 staff
  • Excellent oral and written communication skills, as well as outstanding interpersonal skills

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