Assistant Contact Center Manager - Edinburg, Texas

Teleperformance Edinburg, TX 3/29/2014

Job Description

PURPOSE OF POSITION

Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.


ABOUT THE COMPANY

Teleperformance is the number one contact center and client relationship management company in the world.  Founded in 1978, the Company operates nearly 83,000 computerized workstations, with more than 100,000 employees across 2,376 contact centers in 51 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.  Teleperformance is a people company, our passion and dedication to the growth and success of our people can be seen in each one of our actions and initiatives.

 

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

Manage center operations, business planning which will ensure the staff’s operational efficiency Delivering a superior client experience.

Accountability for the delivery of value-adding management services in support of 500 staff members

The development & implementation of processes that establish positive employer-client relationships.

Promote employee morale programs and retention programs

Manage compliance including forecasting, staffing, client service commitments, budget, forecasts

Conducts management evaluations with unit supervisors, quality supervisor and workforce

Organize employee focus groups for feedback for future employee development programs.

Responsible for management follow through of the TOPS coaching program.

Responsible for management and adherence of performance reporting processes.

Participate as a value-adding member of the Teleperformance management team.

Through demonstrated performance, promote the highest standards of professional conduct.

Assist with driving positive client metrics which influence budgets for the specific center operation. 



Job RequirEments

     EDUCATION 
    College degree is preferred but not required.
    High School Diploma or GED required.
    Experience with strategic initiative development and implementation
    Experience supporting multiple disciplines in a consultative fashion
    Strong analytical skills and the ability to drive change and manage long-term projects
    Experience supporting operations with greater than 500 staff and more than one project.
    Excellent oral and written communication skills, as well as outstanding interpersonal skills  
     
  • REQUIRED EXPERIENCE

    Minimum two years of management experience with two years in operations management.

    Experience managing multiple programs concurrently is a plus.

  • Experience managing healthcare clients

    Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.

    Excellent verbal and oral communication skills.

  •  

 

Job Snapshot

Employment Type:
Full-Time
Base Pay:
N/A
Other Pay:
Industry:
Telecommunications
Consumer Products
Internet - ECommerce
Education:
High School
Experience:
At least 2 year(s)
Manages Others
Yes
Relocation:
Not Specified
Required Travel
Up to 25%
Job ID:
Not Available

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Company Overview
Teleperformance

Teleperformance is the worldwide leading provider of outstanding customer experiences at every single opportunity.

We are the worldwide leader in multichannel customer experience. We’ve been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.

We work with people and for people to bring passion and excellence to our clients’ business. That is what we do. We transform passion into excellence.
Learn More

www.teleperformance.com

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  • Assistant Contact Center Manager - Edinburg, Texas @ Teleperformance