Assistant Call Center Manager in Warren, MI at Teleperformance US

Date Posted: 9/30/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    7000 Chicago Road
    Warren, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/30/2020

Job Description

PURPOSE OF POSITION

Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

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

● Assist in the management of 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 day to day call center operations and business planning ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence

● Oversee center wide human resources, recruiting and training departments

● Perform other related duties and assignments as required and as assigned by supervisor or other management

● Thrive as a team player in a fast paced, high energy, change oriented environment

● Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Job Requirements

QUALIFICATIONS

● College degree preferred or equivalent work experience

● Three years of call center management experience with two years of inbound operations management

● Strong verbal, listening and written communications skills, as well as outstanding interpersonal skills required

● Experience supporting operations with greater than 500 staff

● Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions

● Excellent attendance history is required

● Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

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