Call Center Operations Supervisor

Category : Client Operations 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! Purpose Develop, implement,

assess and improve day-to-day operations of inbound call centers in

order to meet and exceed all aspects of client needs and

requirements according to policies and procedures This position is

100% onsite in McAllen, Texas. Work at home is not available for

this position. Your Responsibilities Ensures daily performance

metrics are being met or exceeded, i.e., quality, service level and

schedule adherence metrics 80% of your day will consist of coaching

and educating agents on how to improve their performance Create an

environment focusing on fun, enthusiasm and accountability Take

initiative and show leadership by creating performance improvement

plans Administer coaching and disciplinary action when appropriate

Handle both internal and client led performance discussions Perform

other related duties and assignments as required and as assigned by

supervisor or other management Ensure 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 Must be able to take calls

when needed. Qualifications College degree preferred or equivalent

work experience required Ability to work under pressure, plan, meet

deadlines and be accountable for the performance of others Solid

organizational, administrative, leadership and time management

skills Ability to demonstrate personal ownership of tasks and

follow through to obtain desired results Must have a keen sense of

attention to detail Skilled in determining why and how tasks should

be attempted and their effective completion Proven experience in

overcoming unexpected difficulties and using logical

problem-solving skills Typing speed of 25 wpm Excellent written and

verbal communication skills consistent with North American business

standards Must have availability to work various shifts influenced

by current business needs High school diploma or GED required

Excellent attendance history is required Must pass mandatory

background checks which may include pre-screening, illegal drug

tests and credit checks Soft 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