Contact Center Operations Manager - Remote - Leading Inbound Technical Support and Customer Service Operations

Join the Future of Remote Work: Contact Center Operations Manager

Are you a motivated and results-driven professional looking for a new challenge in a dynamic and supportive environment? Do you have a passion for delivering exceptional customer experiences and driving operational excellence? Look no further! We are seeking an experienced Contact Center Operations Manager to join our team on a remote basis, focusing on inbound technical support and customer service operations.

About Teleperformance

At Teleperformance, we are committed to creating an environment where employees feel valued, inspired, and supported. We promote a culture of inclusion and diversity, ensuring that everyone feels welcome and valued in our workplace. With a global presence and a reputation for excellence, we offer a unique opportunity to be part of a leading company in the industry.

Job Summary

This is a 100% work-at-home position for a temporary assignment, scheduled from approximately 12/1 to 5/1. As a Contact Center Operations Manager, you will play a critical role in the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service. You will be responsible for managing a team, overseeing operations, and driving business planning to ensure the highest standards of ethical and professional conduct.

Key Responsibilities

• Develop and implement operational practices promoting positive employer-employee-client relationships
• Manage compliance and reporting for all center operations
• Oversee day-to-day contact center operations and business planning
• Promote the highest standards of ethical and professional conduct
• Continue liaison efforts with various departments including Account Management, Quality Assurance, and IT
• Perform other related duties and assignments as required

Essential Qualifications

• 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 with excellent program management skills
• Experience managing programs with varying service objectives

Preferred Qualifications

• Experience managing multiple programs concurrently
• Experience with strategic development and implementation, especially in operating policies and procedures
• Proficiency in Microsoft Office functions, including extended Outlook functions and complex Excel functions

Skills and Competencies

• Strong verbal, listening, and written communication skills
• Excellent TOPS implementation skills
• Strong leadership and management capabilities
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong analytical and problem-solving skills

Career Growth and Development Opportunities

At Teleperformance, we believe in providing continuous growth opportunities for our employees, encouraging them to bring their best selves to work every day while supporting their professional development within a dynamic and supportive environment. As a Contact Center Operations Manager, you will have the opportunity to:

• Develop your leadership and management skills
• Improve your knowledge of contact center operations and best practices
• Enhance your communication and interpersonal skills
• Contribute to the development of operational policies and procedures

Work Environment and Company Culture

Our company culture is built on the principles of inclusion, diversity, and respect. We strive to create an environment where employees feel valued, inspired, and supported. As a remote employee, you will have the flexibility to work from home and enjoy a better work-life balance.

Compensation and Benefits

This role offers competitive wages and a comprehensive benefits package designed to support your health, well-being, and work-life balance. Our benefits include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k, and more)
• Paid Time Off
• Employee wellness and engagement program

Why Apply?

By applying for this role, you will be part of a dedicated team that values ethical conduct, operational excellence, and professional growth, allowing you to make a significant impact in the industry while enjoying a flexible work environment. If you're reliable, motivated, and willing to learn, we want you to join our team!

Ready to Start Your Journey?

If you're looking for a new challenge and a opportunity to grow professionally, apply now for this exciting role! We look forward to welcoming you to our team.