Note: The job is a remote job and is open to candidates in USA. TP is hiring a Call Center Operations Manager to develop, implement, assess, and improve the day-to-day operations of an inbound call center. The role oversees operational planning, staffing, service quality, compliance, budgeting, and workforce development.

Responsibilities

• Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence
• Assume accountability for the delivery of value added operations management services in support of approximately 500 – 1000 call center agents, technology professionals, and project managers
• 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 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 staff
• Participate as a value adding member of the TP USA management team
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance
• Develop and manage the operating budget for the specific call center operation
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other related duties and assignments as required by manager

Skills

• This candidate must be located within the US and be eligible to work in the US without sponsorship
• Bachelor's degree from an accredited college or university or equivalent work experience
• 5-7 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 improvements
• Experience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions
• Strong analytical skill and the ability to drive change and manage long term projects
• Strong verbal, listening and written communications skills required, as well as outstanding interpersonal skills
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Benefits

• Eligible team members can take advantage of comprehensive health benefits, which may include medical, vision, and dental.
• Resources, including Employment Assistance Programs, space in the form of 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.
• 100% work at home.
• A platform for limitless career advancement.

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