Contact Center Operations Manager

Overview

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

About TP

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.

Benefits of working with TP include

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.

Career Growth and Culture

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. 

Equal Opportunity Employer 

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. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose 

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. 

Responsibilities

Your 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

Qualifications

Qualifications 

• 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.

Soft 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.