Operations Manager
: Job Details :

Category : Client Operations-About TP -Teleperformance is a global, digital business services company. We deliver -the most advanced, digitally powered -business services to help the world's -best brands streamline their business in -meaningful and sustainable ways.With more than 410,000 inspired and -passionate people speaking more than -300 languages, our global scale and local -presence allow us to be a force of good -in supporting our communities, our -clients, and the environment. - -Benefits of working with TP includePaid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programPurposeDevelop, 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 -This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.Your ResponsibilitiesOversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellenceAssume accountability for the delivery of value added operations management services in support of approximately 500 - 1000 call center agents, technology professionals, and project managersDevelop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee moraleManage 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 center wide human resource recruiting, training, development and retention.Manage and develop center human resources, training, facilities, and IT staffParticipate as a value adding member of the Teleperformance USA management teamPromote the highest standards of ethical and professional conduct through demonstrated individual performanceDevelop and manage the operating budget for the specific call center operationThrive as a team player in a fast paced, high energy, change oriented environmentPerform other related duties and assignments as required by managerQualificationsMust have at least 2 years experience managing a banking program in a call center environmentBachelor's degree from an accredited college or university or equivalent work experience5-7 years of call center management experience with two years of operations management Experience with strategic initiative development and implementation, specifically with operating policies and procedures and work process improvementsExperience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutionsStrong analytical skill and the ability to drive change and manage long term projectsStrong verbal, listening and written communications skills required, as well as outstanding interpersonal skillsMust have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions. -TravelTraining among call centers required - approximately 20% travel to other call center locations - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Be Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. -We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. -We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. -We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. -Teleperformance is an Equal Opportunity Employer