Operations Assistant Manager

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.

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. 

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.

• →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. 

• Schedule: Monday–Friday, 9:00 AM–5:30 PM CT; flexibility for weekends and different hours during peak seasons is required. 

• Ability to travel for client visits is required. 

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

• One to two years of call center management experience required. 

• 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. 

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

• Experience managing multiple programs concurrently is a plus. 

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

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy 

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.