Operations Assistant Manager

TP Job Opportunity

TP 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.

Responsibilities

Your 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.

Qualifications

Required Skills

• Schedule: Monday–Friday, 9:00 AM–5:30 PM CT; flexibility for weekends and different hours during peak seasons is required.
• Ability to travel for client visits is required.
• Bachelor's degree from an accredited college or university or equivalent work experience
• One to two years of call center management experience required.
• 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
• Experience managing multiple programs concurrently is a plus.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

Best Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It 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.