Contact Center Assistant Operations Manager
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Job Description
Contact Center Assistant Operations Manager overseeing remote US technical support and customer service operations for TP, a global digital business services provider. Managing staffing, compliance, reporting, quality, and cross-functional coordination.
Responsibilities:
- Assist with the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service support
- Develop and implement operational practices that establish positive employer-employee-client relationships and promote employee morale
- Manage compliance and reporting for center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and related metrics
- Oversee day-to-day contact center operations and business planning
- Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence
- Promote high standards of ethical and professional conduct through demonstrated individual performance
- Liaise with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client
- Perform other related duties and assignments as required
Requirements:
- Bachelor's degree from an accredited college or university or equivalent work experience
- Two to three years of contact center management experience
- Currently a supervisor or above
- Excellent TOPS implementation skills
- Experience managing programs with varying service objectives, agent skill requirements, and technical solutions
- Strong verbal, listening, and written communication skills
- Excellent attendance history
- Some travel may be required
- Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions
- Minimum of two years of call center management experience
- Experience managing multiple programs concurrently is a plus
- Experience with strategic development and implementation of operating policies, procedures, and work process improvements
- Must be located within the US
- Must be eligible to work in the US without sponsorship
Benefits:
- Comprehensive health benefits, which may include medical, vision, and dental
- Mental health and well-being resources
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs as eligible
- Competitive 401(K) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts
- Career advancement opportunities
- Inclusive and diverse workplace culture
- Support for active-duty service members, veterans, and military families
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