Call Center Assistant Operations Manager

OverviewAbout TPTP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP include:Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!PurposeAssist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.ResponsibilitiesYour ResponsibilitiesDevelop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.Thrive as a team player in a fast-paced, high-energy, change-oriented environment.Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the ClientPerforms other related duties and assignments as required.QualificationsQualificationsBachelor's degree from an accredited college or university or equivalent work experienceTwo to three years of contact center management experience.Currently a supervisor or above with excellent TOPS implementation skillsExperience managing programs with varying service objectives, agent skill requirements and technical solutions.Strong verbal, listening, and written communications skills requiredExcellent attendance history is required.Some travel may be requiredMust have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functionsSoft SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData Literacy Be Part of Our TP FamilyIt 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.TP is an Equal Opportunity Employer Apply tot his job Apply To this Job