Call Center Operations Manager

Teleperformance

. Develop, implement, assess, and improve day-to-day inbound call center operations .

Posted 10/26/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in call center operations management, including strategic initiative development, compliance management, and operational efficiency. Proficient in fostering positive employer-employee-client relationships while managing large teams and budgets.

Highest-signal resume keywords

Call Center Management ExperienceOperations ManagementStrategic Initiative DevelopmentAnalytical SkillsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center OperationsBudget ManagementPolicy DevelopmentProcess ImprovementStaffing ForecastingCompliance ManagementProject ManagementTraining DevelopmentHuman Resource ManagementOperational Efficiency

Soft Skills

Strong Verbal CommunicationOutstanding Interpersonal SkillsListening SkillsWritten Communication SkillsAbility to Drive Change

Tools & Technologies

Microsoft OfficeExcelOutlook

Industry Keywords

Call Center OperationsClient Service CommitmentsEmployee MoraleFTE Staff ManagementEthical Conduct

About the role

Key responsibilities & impact

Develop, implement, assess, and improve day-to-day inbound call center operations
Meet and exceed client needs and requirements according to policies and procedures
Oversee day-to-day call center operations and business planning
Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality
Manage operations supporting approximately 500-1,000 call center agents, technology professionals, and project managers
Develop operational practices that promote positive employer-employee-client relationships and high employee morale
Manage compliance and reporting, including call volume forecasting, staffing, client service commitments, budgets, forecasted versus actual hours, and payroll
Oversee center-wide recruiting, training, development, and retention
Manage and develop human resources, training, facilities, and IT staff
Participate in the TP USA management team
Promote high standards of ethical and professional conduct
Develop and manage the operating budget
Perform other related duties as assigned

Requirements

What you’ll need

Bachelor’s degree from an accredited college or university or equivalent work experience
5-7 years of call center management experience, including two years of operations management
Experience with strategic initiative development and implementation
Experience developing operating policies and procedures and improving work processes
Experience supporting operations of 500-1,000 FTE staff assigned to multiple client programs
Strong analytical skills
Ability to drive change and manage long-term projects
Strong verbal, listening, and written communication skills
Outstanding interpersonal skills
Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions
Must be located within the United States
Must be eligible to work in the United States without sponsorship

Benefits

Comp & perks

Comprehensive health benefits, which may include medical, vision, and dental
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