On-Site Operations Leader & Performance Coach

Teleperformance USA; McAllen (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Dependent care and wellness benefits

Job summary

Teleperformance USA is seeking a customer operations leader in McAllen, TX to coach agents, drive performance, and ensure service levels are met. You will lead a team, implement improvement plans, and foster a positive, accountable work culture on site.

The role requires strong communication, coaching and organizational skills, with a focus on cross-functional collaboration and meeting daily metrics in a fast-paced contact center environment.

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.
• Excellent written and verbal communication skills.

Responsibilities

• Ensure daily performance metrics (quality, service level, schedule adherence) are met or exceeded.
• 80% of day spent coaching and educating agents to improve performance.
• Create an environment of fun, enthusiasm and accountability.
• Take initiative and lead performance improvement plans.
• Administer coaching and disciplinary actions when appropriate.
• Handle internal and client-led performance discussions and related duties.

Skills

Coaching

Performance management

Leadership

Attention to detail

Time management

Communication

Problem solving

Customer service

Scheduling

Work under pressure

Education

College degree preferred or equivalent work experience

Job description

Teleperformance USA is seeking a customer operations leader in McAllen, TX to coach agents, drive performance, and ensure service levels are met. You will lead a team, implement improvement plans, and foster a positive, accountable work culture on site.

The role requires strong communication, coaching and organizational skills, with a focus on cross-functional collaboration and meeting daily metrics in a fast-paced contact center environment.