Call Center Operations Manager

Overview

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

 

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

 

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

 

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

 

Responsibilities

Your Responsibilities

• Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
• Conduct training needs assessments and oversee the training function.
• Develop and manage a team of 7 or more employees.
• Develop, compose and compile training materials and other training aids such as equipment and visual aids
• Development of courses to include customer service and technical support
• Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded
• Manage, lead, motivate and develop training team members
• Write performance evaluations of training staff
• Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
• Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
• Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
• Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
• Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
• Incorporates, administers, and monitors operating budget for the training department
• Thrives as a team player in a fast paced, high energy, change oriented environment
• Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership

Qualifications

Required Skills

 

• Must have 3 years of Operations manager experience or 1 year of banking experience.
• Flexible to work any 8 hours from 7 a.m. to 11 p.m.  Some weekends are required.
• Demonstrated leadership capabilities
• Strong presentation and public-speaking skills
• Strong verbal, listening, and written communications skills required
• Excellent attendance history is required.
• Strong computer skills with working knowledge of Microsoft Office Suite
• Strong desire to help others learn

 

 

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy 

 

Be Part of Our TP Family

It 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.