Call Center Operations Manager

TP Job OpportunityTP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.ResponsibilitiesYour ResponsibilitiesDevelop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.Conduct training needs assessments and oversee the training function.Develop and manage a team of 7 or more employees.Develop, compose and compile training materials and other training aids such as equipment and visual aidsDevelopment of courses to include customer service and technical supportMaintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceededManage, lead, motivate and develop training team membersWrite performance evaluations of training staffCoordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the communityIncorporates, administers, and monitors operating budget for the training departmentThrives as a team player in a fast paced, high energy, change oriented environmentPerform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadershipQualificationsRequired SkillsMust have 3 years of Operations manager experience or 1 year of banking experience.Flexible to work any 8 hours from 7 a.m. to 11 p.m. Some weekends are required.Demonstrated leadership capabilitiesStrong presentation and public-speaking skillsStrong verbal, listening, and written communications skills requiredExcellent attendance history is required.Strong computer skills with working knowledge of Microsoft Office SuiteStrong desire to help others learnBest SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.