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Teleperformance USA Assistant Contact Center Manager - Healthcare Industry in Topeka, Kansas

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 .

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