Call Center Supervisor

Teleperformance USA; Brownsville (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Teleperformance USA is looking for a dynamic individual to manage inbound call center operations in Brownsville, Texas. This role focuses on meeting client needs and improving agent performance.

Qualified candidates will have a solid background in leadership and communication, with a focus on achieving metrics. The position requires a high school diploma or GED, with a preference for those with a college degree.

This is a full-time, onsite position with no remote work available.

Qualifications

• Ability to work under pressure and meet deadlines.
• Excellent written and verbal communication skills.
• Solid organizational and leadership skills.

Responsibilities

• Ensure daily performance metrics are met or exceeded.
• Coach and educate agents on performance improvement.
• Take initiative in creating performance improvement plans.
• Handle internal and client-led performance discussions.

Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Critical Thinking

Solution Orientation

AI Proficiency

Data Literacy

Education

High school diploma or GED

College degree preferred or equivalent work experience

Job description

Category: Client Operations

Application Deadline: Ongoing until positions are filled.

To apply, visit TP Careers site at https://www.tp.com/en-us/careers.

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 Brownsville, TX. Work at home is not available for this position.

Your Responsibilities

• Ensure 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.
• 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 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

Equal Opportunity Employer

TP 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.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.