Operations Leader & Coaching Manager (El Paso)

Teleperformance; El Paso (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Teleperformance in El Paso, TX is seeking a supervisor to lead a high-energy Escalations team, coaching agents to improve quality, metric adherence, and client satisfaction. You will drive performance plans, guide day-to-day operations, and ensure adherence to security and HR policies.

Candidates must have 6+ months leadership experience, be able to work any 8-hour shift across 5 days, and pass a background check. Proficiency in Excel and strong communication are essential.

Qualifications

• Must have at least 6 months of leadership experience.
• Excellent written and verbal communication skills.
• Ability to work under pressure, meet deadlines, and manage performance of others.
• Strong organizational and time management skills.

Responsibilities

• Ensure daily performance metrics (quality, service level, schedule adherence) are met or exceeded.
• Spend ~80% of time coaching and educating agents to improve performance.
• Create an environment focused on fun, enthusiasm, and accountability.
• Lead performance improvement plans and administer coaching/discipline as needed.
• Handle internal and client-led performance discussions and escalation processes.
• Collaborate with training and management to improve Escalations team quality and efficiency.

Skills

Leadership

Advanced Excel

Communication

Collaboration

Tools

Excel

Job description

Teleperformance in El Paso, TX is seeking a supervisor to lead a high-energy Escalations team, coaching agents to improve quality, metric adherence, and client satisfaction. You will drive performance plans, guide day-to-day operations, and ensure adherence to security and HR policies.

Candidates must have 6+ months leadership experience, be able to work any 8-hour shift across 5 days, and pass a background check. Proficiency in Excel and strong communication are essential.