Call Center Operations Manager

Application Deadline: Ongoing until positions are filled. to apply, please visit the TP Careers site at 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. 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. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at View phone number on click.appcast.io or contact us here. Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship. 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
• 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
• 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
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Process Excellence

• Emotional Intelligence
• Data Literacy

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 creating a culture of inclusion and diversity, where everyone feels welcome and valued.