Operations Supervisor

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

Overview

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Responsibilities

• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics
• 80% of your day will consist of coaching and educating agents on how to improve their performance
• Create an environment focusing on fun, enthusiasm, and accountability
• Take initiative and show leadership by creating performance improvement plans
• Administer coaching and disciplinary action when appropriate
• Handle both internal and client-led performance discussions
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Working with training and other management staff to improve quality and efficiency of Escalations team.
• Handle inbound escalations
• Provide excellent customer service to all subscribers and fellow representatives
• Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
• Demonstrate advanced knowledge of Client products
• Understand, Organize, and Train new information to internal representatives for educational and informative purposes
• Assists in identifying trends in call handling and customer-related issues for feedback
• Performs other related duties and assignments as required.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

Qualifications

• Must have at least 6 months of leadership experience
• Must be able to work in El Paso, TX
• Must be flexible to work any 5 days of the week and any 8 hours within 24 hours
• Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others.
• Track record of sustained high-level success.
• Ability to achieve and maintain extreme calibration at all levels within a team.
• Solid organizational, administrative, leadership, and time management skills.Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.
• Must have a keen sense of attention to detail.
• Skilled in determining why and how tasks should be attempted and their effective completion.
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
• Excellent written and verbal communication skills consistent with North American business standards.
• Expert-level Excel skills.
• Must have availability to work various shifts influenced by current business needs.
• Must be able to pass backgroudn check

Required Skills

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.