Operations Supervisor

Job DescriptionCategory : Client Operations \nApplication Deadline: Ongoing until positions are filled.\nto apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.\n \nAbout TP\nTP 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.\n \nBenefits of working with TP include\nTP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.\nWe invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.\nWe offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.\n \nCareer Growth and Culture\nAt 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. \nTP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. \n \nEqual Opportunity Employer \nTP 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. \nIf 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.\n \n\nEnsures daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics\n80% of your day will consist of coaching and educating agents on how to improve their performance\nCreate an environment focusing on fun, enthusiasm, and accountability\nTake initiative and show leadership by creating performance improvement plans\nAdminister coaching and disciplinary action when appropriate\nHandle both internal and client-led performance discussions\nPerform other related duties and assignments as required and as assigned by supervisor or other management\nEnsure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately\nWorking with training and other management staff to improve quality and efficiency of Escalations team.\nHandle inbound escalations\nProvide excellent customer service to all subscribers and fellow representatives\nDemonstrate a positive and helpful attitude to all subscribers and fellow representatives\nDemonstrate advanced knowledge of Client products\nUnderstand, Organize, and Train new information to internal representatives for educational and informative purposes\nAssists in identifying trends in call handling and customer-related issues for feedback\nPerforms other related duties and assignments as required.\nThrive as a team player in a fast-paced, high-energy, change-oriented environment.\n \n\nMust have at least 6 months of leadership experience\nMust be able to work in El Paso, TX\nMust be flexible to work any 5 days of the week and any 8 hours within 24 hours\nAbility to work under pressure, plan, meet deadlines, and be accountable for the performance of others.\nTrack record of sustained high-level success.\nAbility to achieve and maintain extreme calibration at all levels within a team.\nSolid organizational, administrative, leadership, and time management skills. \n Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.\nMust have a keen sense of attention to detail.\nSkilled in determining why and how tasks should be attempted and their effective completion.\nProven experience in overcoming unexpected difficulties and using logical problem-solving skills.\nExcellent written and verbal communication skills consistent with North American business standards.\nExpert-level Excel skills.\nMust have availability to work various shifts influenced by current business needs.\nMust be able to pass backgroudn check\n \n \n \n \n \nRequired Skills\nBEST Skills\nProcess Excellence\nCollaboration\nCommunication\nEmotional Intelligence\nOpen-Mindedness\nCritical Thinking\nSolution Orientation\nEntrepreneurship\nAI Proficiency\nData Literacy \n \nBe Part of Our TP Family\nIt 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.\n \n