Contact Center Operations Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Contact center operations manager overseeing 500–1,000 staff for TP, a global digital business services provider. Managing call center performance, staffing, budgets, compliance, and workforce development remotely across the US.
Responsibilities:
- Oversee day-to-day inbound call center operations and business planning
- Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence
- Manage operations serving approximately 500–1,000 call center agents, technology professionals, and project managers
- Develop and implement operational practices supporting positive employer-employee-client relationships and high employee morale
- Manage compliance and reporting, including call volume forecasting, staffing, client service commitments, budgets, forecasts versus actual hours, and payroll
- Oversee center-wide human resource recruiting, training, development, and retention
- Manage and develop human resources, training, facilities, and IT staff
- Participate as a member of the TP USA management team
- Promote high standards of ethical and professional conduct
- Develop and manage the operating budget for the call center operation
- Perform other related duties and assignments as required
Requirements:
- Bachelor's degree from an accredited college or university or equivalent work experience
- 5–7 years of call center management experience
- At least two years of operations management experience
- Experience developing and implementing strategic initiatives, operating policies and procedures, and work process improvements
- Experience supporting operations of 500–1,000 FTE staff assigned to multiple client programs
- Ability to manage varying service level objectives, agent skill requirements, and technical solutions
- Strong analytical skills and ability to drive change and manage long-term projects
- Strong verbal, listening, and written communication skills
- Outstanding interpersonal skills
- Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions
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
Similar Jobs
Asesor de Call Center, 6 horas
Asesor de call center remoto para Partner Service, empresa de telecomunicaciones. Renovando equipos móviles Claro Perú y ofreciendo líneas adicionales y seguros.
Call Centre Agent
Remote Call Centre Agent in South Africa handling inbound and outbound calls for UK customers. Managing bookings, queries, updates, follow-ups, and accurate call records.
Asesor de Ventas – Call Center, Full time
Teleoperador remoto de Netcall, empresa peruana de telecomunicaciones, vendiendo líneas nuevas, renovaciones y portabilidad de Entel. Gestionando llamadas a clientes y no clientes dentro de un horario full time rotativo.
Asesor(a) de Ventas, Call Center
Teleoperador remoto de ventas para Netcall, empresa peruana de telecomunicaciones y socio de Entel. Gestionando llamadas sobre líneas nuevas, renovaciones y portabilidad.
Asesor(a) de Ventas, Call Center, Full time
Teleoperador remoto realizando ventas telefónicas de líneas nuevas, renovaciones y portabilidad para Entel. Netcall Group, empresa peruana de telecomunicaciones, ofrece sueldo fijo, comisiones y capacitación pagada.
Teleoperador, Experiencia Planilla Completa
Teleoperador remoto para Netcall Perú, empresa de telecomunicaciones asociada con Entel. Vendiendo líneas nuevas, portabilidades y servicios adicionales a clientes por teléfono.
Call Center Ventas c2c
Agente de ventas telefónicas remoto para TRUSTCORP, empresa BPO y telecomunicaciones. Gestionando ventas y cross-selling a clientes interesados con comisiones ilimitadas.
Senior Call Center Engineer – Architect
Senior Contact Center Engineer architecting NICE CXone, IVR, and omnichannel solutions for Abstra, a Latin American tech talent services company. Leading automation, integrations, testing, and platform support.
Teleoperador de Ventas C2C, Portabilidad
Teleoperador remoto vendiendo servicios de portabilidad Entel a clientes interesados en Perú. Atención comercial desde casa, con horario full time y comisiones.
Contact Center Assistant Operations Manager
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.
Resolution Specialist, Contact Center
Walmart contact center specialist managing customer operations, staffing, escalations, and service metrics in Chennai. Improving processes and data-driven decision-making while supporting customers and associates.
Bilingual Call Center Salesperson, English-Spanish
Bilingual English-Spanish salesperson supporting lead follow-up and customer service for Mangone Law Firm, a U.S. immigration law firm. Building client relationships and helping prospective immigrants understand offered legal services.
Seasonal Call Center Representative
Seasonal remote call center representative supporting Qualfon, a global omnichannel customer experience provider. Handling member and provider inquiries, documenting interactions, and resolving service concerns via phone and CRM.
Bilingual Seasonal Call Center Representative
Bilingual seasonal call center representative answering member and provider inquiries for Qualfon’s omnichannel customer experience business. Documenting interactions, resolving concerns, and conducting follow-up calls remotely.
Contact Center Sales Agent
Remote sales agent converting inbound and outbound leads into bookings for TTC, a global travel-experience company. Managing Salesforce pipelines, consultative sales conversations, and guest relationships across B2B and B2C channels.
Asesor de Crosseling
Asesor remoto gestionando renovaciones y atención de clientes Claro Móvil para Partner Service. Empresa de telecomunicaciones inbound y outbound con capacitación remota pagada.
Teleoperador, C/S Experiencia
Teleoperador remoto vendiendo líneas nuevas, portabilidades y líneas adicionales de Entel para Netcall Perú. Atendiendo clientes, registrando ventas y cumpliendo objetivos comerciales desde casa.
Teleoperador C/S, Planilla Completa
Teleoperador remoto vendiendo líneas nuevas, portabilidades y adicionales de Entel para Netcall Perú. Atendiendo clientes, registrando ventas y cumpliendo objetivos comerciales desde casa.
Teleoperador C/S Experiencia, Planilla Completa
Teleoperador remoto vendiendo líneas nuevas, portabilidades y líneas adicionales de Entel para Netcall Perú. Atendiendo clientes, registrando ventas y cumpliendo objetivos comerciales.
Asesor de Ventas Call Center - Capacitación Remota y Pagada
Teleoperador remoto para NetCall, vendiendo líneas adicionales y renovaciones de equipos de Entel Perú. Gestionando clientes desde casa mediante call center y herramientas informáticas.