Contact Center Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise daily operations of the inbound call center and strategic business planning.

• Ensure the safety of staff, the security of physical sites, the development of human resources, operational efficiency, and excellence in service quality.

• Oversee operations that cater to approximately 500–1,000 call center agents, technology specialists, and project managers.

• Create and execute operational practices that foster positive relationships among employers, employees, and clients while promoting high employee morale.

• Manage compliance and reporting responsibilities, including forecasting call volumes, staffing, client service commitments, budgeting, actual hours versus forecasts, and payroll management.

• Supervise human resource functions across the center, including recruiting, training, development, and retention strategies.

• Lead and develop human resources, training, facilities, and IT personnel.

• Actively participate as a member of the TP USA management team.

• Uphold high standards of ethical and professional behavior.

• Develop and manage the operating budget for call center operations.

• Perform additional related duties and assignments as necessary.

⛳️ Requirements

• A bachelor's degree from an accredited institution or equivalent professional experience.

• 5–7 years of experience managing a call center.

• At least two years of experience in operations management.

• Proven experience in developing and implementing strategic initiatives, operational policies, procedures, and improvements in work processes.

• Experience in supporting operations for 500–1,000 full-time equivalent staff across multiple client programs.

• Capability to manage diverse service level objectives, agent skill requirements, and technical solutions.

• Strong analytical skills with the ability to drive change and manage long-term projects effectively.

• Excellent verbal, listening, and written communication abilities.

• Exceptional interpersonal skills.

• Proficiency in Microsoft Office, including advanced Outlook functionalities and complex Excel capabilities.

🏝️ Benefits

• Comprehensive health benefits that may include medical, vision, and dental coverage.

• Resources for mental health and well-being.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs available as eligible.

• Competitive 401(K) retirement plans.

• Life insurance options.

• Supplemental medical insurance coverage.

• Critical care insurance.

• Pet insurance plans.

• Flexible Spending Account (FSA) options.

• Discounts at various retailers.

• Opportunities for career advancement.

• A culture that values inclusivity and diversity in the workplace.