Contact Center Site Director in Warren, MI at Teleperformance US

Date Posted: 3/2/2020

Job Snapshot

Job Description

 Primary Duties, Responsibilities, and Requirements:

  • Assume accountability for the delivery of value-adding operations management services in support of multiple contact center agents, technology professionals, and project managers.
  • Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Manage compliance and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • 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.
  • Oversee center-wide training departments.
  • Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
  • Develop and manage the operating budget.
  • Performs other related duties and assignments as required.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
  • Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
  • Manage, lead, motivate and develop multiple levels of leadership within the site including all departments.

Job Requirements

  • Bachelor’s degree from an accredited college or university or equivalent work experience.
  • Five-Seven years of contact center management experience with two years of operations management.
  • Experience with strategic initiative development and implementation, specifically with operating policies
  • Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
  • Experience supporting operations of 300 + staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions.
  • Strong verbal, listening, and written communications skills required.
  • Excellent attendance history is required.
  • Some travel is required.
  • Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Teleperformance is an equal opportunity employer

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