Operations Leader — Coaching & Escalations

TP; El Paso (TX); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Vision and dental

Job summary

TP is seeking a proactive leader to manage and coach an Escalations team in El Paso, TX. The role emphasizes coaching agents, meeting performance metrics, and delivering exceptional customer service while maintaining high quality standards.

The ideal candidate will have at least 6 months of leadership experience, flawless Excel skills, and the ability to adapt in a fast-paced environment. This on-site position requires flexibility across shifts to support business needs.

Qualifications

• Must have at least 6 months of leadership experience.
• 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.
• Expert-level Excel skills.
• Excellent written and verbal communication skills.
• Ability to work under pressure and lead others.

Responsibilities

• Coach and educate agents to improve performance.
• Monitor and meet quality, service level, and schedule adherence metrics.
• Lead performance improvement initiatives and corrective actions.
• Handle inbound escalations and provide excellent customer service.
• Train internal representatives on new information and processes.
• Collaborate with training and management to improve Escalations team performance.
• Maintain compliance with internal policies and procedures.

Skills

Leadership

Coaching

Communication

Team player

Time management

Attention to detail

Problem solving

Adaptability

Tools

Excel

Job description

TP is seeking a proactive leader to manage and coach an Escalations team in El Paso, TX. The role emphasizes coaching agents, meeting performance metrics, and delivering exceptional customer service while maintaining high quality standards.

The ideal candidate will have at least 6 months of leadership experience, flawless Excel skills, and the ability to adapt in a fast-paced environment. This on-site position requires flexibility across shifts to support business needs.