What are the responsibilities and job description for the Operations Manager position at Teleperformance?
Overview
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
TP and You
Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
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
- 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
- Understanding of Ad
Required Skills
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.
TP is an Equal Opportunity Employer