On-site Operations Leader — Coach, Metrics & Impact

Teleperformance; McAllen (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Dental, Vision

Job summary

Teleperformance in McAllen, TX seeks a dynamic leader to coach and guide customer service agents, ensuring top performance and adherence to quality standards. You will drive performance discussions, initiate improvement plans, and enforce policies while supporting a collaborative team culture.

The role requires a college degree or equivalent experience, strong communication, and the ability to manage multiple tasks with deadlines.

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.
• Strong organizational, administrative, leadership and time management skills.
• Attention to detail and ownership of tasks.
• Proven problem-solving and task completion abilities.
• Typing speed of 25 wpm.
• Excellent written and verbal communication.
• Availability to work varying shifts based on business needs.
• Background checks may be required.

Responsibilities

• Ensures daily performance metrics are met or exceeded (quality, service level, schedule adherence).
• Coach and educate agents to improve performance (80% of day).
• Create an environment with enthusiasm, accountability and fun.
• Lead performance improvement initiatives and plans.
• Administer coaching and disciplinary actions when appropriate.
• Conduct internal and client-led performance discussions.
• Adhere to all policies and procedures (Security, HR, Operations, etc.).
• Must be able to take calls when needed.

Skills

College degree

Work under pressure

Time management

Ownership of tasks

Attention to detail

Problem solving

Typing 25 wpm

Written and verbal communication

Shift flexibility

High school diploma or GED

Education

College degree preferred

High school diploma or GED

Job description

Teleperformance in McAllen, TX seeks a dynamic leader to coach and guide customer service agents, ensuring top performance and adherence to quality standards. You will drive performance discussions, initiate improvement plans, and enforce policies while supporting a collaborative team culture.

The role requires a college degree or equivalent experience, strong communication, and the ability to manage multiple tasks with deadlines.