Call Center Assistant Operations Manager

Teleperformance

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

Posted 10/26/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in contact center management, operational efficiency, and compliance reporting while fostering positive relationships among employees and clients. Proficient in strategic development and implementation of policies and procedures to enhance service quality and employee morale.

Highest-signal resume keywords

Contact Center Management ExperienceTOPS Implementation SkillsMicrosoft Office ProficiencyOperational EfficiencyStrategic Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ManagementOperational Practices DevelopmentCompliance ReportingBudget ManagementForecastingWork Process ImprovementsProgram ManagementStaffing ManagementTechnical Solutions ManagementHuman Resource Development

Soft Skills

Verbal CommunicationListening SkillsWritten CommunicationOral CommunicationEmployee Morale Promotion

Tools & Technologies

Microsoft OfficeExcelOutlook

Industry Keywords

Contact Center OperationsClient Service CommitmentsService Quality ExcellenceEthical ConductEmployee-Client Relationships

About the role

Key responsibilities & impact

Assist with the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service support
Develop and implement operational practices that establish positive employer-employee-client relationships and promote high employee morale
Manage compliance and reporting for center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, and payroll
Oversee day-to-day contact center operations and business planning
Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence
Promote high standards of ethical and professional conduct through individual performance
Liaise with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the Client
Perform other related duties and assignments as required

Requirements

What you’ll need

Bachelor’s degree from an accredited college or university or equivalent work experience
Two to three years of contact center management experience
Minimum of two years of call center management experience
Currently a supervisor or above
Excellent TOPS implementation skills
Experience managing programs with varying service objectives, agent skill requirements, and technical solutions
Strong verbal, listening, written, and oral communication skills
Excellent attendance history
Some travel may be required
Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions
Experience managing multiple programs concurrently is a plus
Experience with strategic development and implementation of operating policies and procedures and work process improvements
Must be located within the United States
Must be eligible to work in the United States without sponsorship

Benefits

Comp & perks

Medical, vision, and dental benefits
Employment Assistance Programs
Health and personal time off (HPT)
Leave programs as eligible
Competitive 401(K) plans
Life insurance
Supplemental medical coverage
Critical care insurance
Pet insurance
FSA plans
Retailer discounts
Career advancement opportunities
Inclusive and diverse workplace culture
Support for active-duty service members, veterans, and military families