Teleperformance USA Hiring for Assistant Contact Center Manager – Healthcare Industry at Frankfort Full Time

Overview:

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

Responsibilities:

• 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 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 Client

• Performs other related duties and assignments as required.

Qualifications:

• Bachelor’s degree from an accredited college or university or equivalent work experience

• Two to three years of contact center management experience.

• Currently a supervisor or above with excellent TOPS implementation skills

• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.

• Strong verbal, listening, and written communications skills required

• Excellent attendance history is required.

• Some travel may be required

• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions .