Assistant Call Center Manager in Richmond, VA at Teleperformance US

Date Posted: 11/14/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    2805 North Parham Road
    Richmond, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/14/2019

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
  • Thrive as a team player in a fast paced, high energy, change oriented environment
  • Perform other related duties and assignments as required by manager

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 background and drug test, as well as outstanding interpersonal skills
    •  Must be a team player, goal-oriented, flexible, people-first, and have a can-do attitude!

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