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Call Center Manager

Teleperformance Edinburg ,TX Full-Time
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  • 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-adding operations management services in support of approximately 500 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 Project Management, human resources, training, facilities, and IT staff.
  • Participate as a value-adding member of the Teleperformance USA management team.
  • Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.
  • Develop and manage the operating budget for the specific call center operation.
  • Perform other related duties and assignments as required.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

EXPERIENCE

  • Three years of call center management experience with two years in inbound operations management.
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
  • Experience managing operations with greater than 500 staff
  • Excellent oral and written communication skills.

 

EDUCATION

  • College degree is preferred but not 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
  • Excellent oral and written communication skills, as well as outstanding interpersonal skills

Recommended skills

Process Improvements (Business)
Training
Human Resources
Recruitment
Retention Management
Operations

Location

About the company

Salary Estimator

Based on Job Title, Location and Skills
$58K
Below Avg. Average Above Avg.
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Teleperformance is the number one contact center and client relationship management company in the world. Founded in 1978, the Company operates nearly 147,000 computerized workstations, with more than 190,000 employees across 311 contact centers in 65 countries and conducts programs in more than 75 different languages and dialects on behalf of major international companies operating in various industries including China.

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.



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