Operations Leader & Coach — Client Operations

Teleperformance USA; El Paso (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401(k) plan

Life insurance

Supplemental coverage

Pet insurance

FSA plans

Retailer discounts

Job summary

Teleperformance USA in El Paso, TX is seeking a seasoned team-lead to coach and manage an Escalations group responsible for delivering high-quality customer service and timely issue resolution. The role emphasizes coaching, performance improvement, and adherence to security and HR policies.

You will drive daily metrics, lead cross-functional discussions, and mentor agents on product knowledge and call handling.

Qualifications

• 6 months of leadership experience required.
• Must be able to work in El Paso, TX.
• Flexible to work any 5 days of the week and any 8 hours within 24 hours.
• Pass background check.

Responsibilities

• Ensure daily performance metrics are met or exceeded (quality, service level, schedule adherence).
• Lead coaching and disciplinary actions as appropriate.
• Coach and educate agents to improve performance.
• Handle inbound escalations and provide excellent customer service.
• Demonstrate knowledge of client products and train staff on new information.
• Identify trends in call handling for feedback and continuous improvement.
• Work with training and management staff to improve quality and efficiency of Escalations team.
• Thrive as a team player in a fast-paced environment.

Skills

Leadership experience

Excellent communication

Excel skills

Problem solving

Team player

Coaching

Process Excellence

Collaboration

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Tools

Excel

Job description

Teleperformance USA in El Paso, TX is seeking a seasoned team-lead to coach and manage an Escalations group responsible for delivering high-quality customer service and timely issue resolution. The role emphasizes coaching, performance improvement, and adherence to security and HR policies.

You will drive daily metrics, lead cross-functional discussions, and mentor agents on product knowledge and call handling.