Note: The job is a remote job and is open to candidates in USA. TP is hiring a Call Center Assistant Operations Manager to support the development, implementation, and improvement of day-to-day contact center operations for inbound technical support and customer service. The role oversees operational performance, staffing, compliance, service quality, and coordination with internal teams and the client.

Responsibilities

• 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 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
• Through demonstrated individual performance; promote the highest standards of ethical and professional conduct
• 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
• Performs other related duties and assignments as required

Skills

• 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 TOPS implementation skills
• Experience managing programs with varying service objectives, agent skill requirements and technical solutions
• Strong verbal, listening, and written communications skills required
• Excellent attendance history is required
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
• Minimum of two years of call center management experience
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements
• Excellent verbal and oral communication skills
• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy
• This candidate must be located within the US and be eligible to work in the US without sponsorship
• Experience managing multiple programs concurrently is a plus

Benefits

• Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
• Employment Assistance Programs.
• Health and personal time off (HPT), and leave programs as eligible.
• Competitive 401(K) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• FSA plans.
• Retailer discounts.
• A platform for limitless career advancement.
• 100% work at home; candidates must be located within the US.

Company Overview