Operations Manager

Compensation: $75,000 - $85,000 salary

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at

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 View phone number on click.appcast.io 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.

Purpose

Provide a hands on approach with development, implementation and improvement of contact center day-to-day operations for 24/7 inbound/outbound automotive technical support and customer service support. Lead supervisors, handle difficult client conversations, respond to escalations after hours, and remain high functioning in a rapidly changing operation.

Your Responsibilities

• Manage operations within a 24/7 environment.
• Flexible availability to develop leaders across all shifts.
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
• Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Ability to operate calmly and decisively during time-sensitive operational, safety, employee-relations, or client escalations while providing clear communication to internal and client stakeholders in and outside of the site.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
• Performs other related duties and assignments as required.

Qualifications

• Higher, secondary specialized education, Bachelor’s degree is preferred
• Completion of an internal development initiative for trainers, such as JUMP (preferred).
• Overall 2+ years of experience in the Trust & Safety domain and client relevant product and policy knowledge
• 1+ years of experience as trainer in a client or service delivery environment (for external hires).

Preferred Skills

Previous startup, transportation, logistics, trust & safety, dispatch, or high-accountability operations experience is strongly preferred but not required. Must be able to demonstrate a desire to build a strong team collaborating with current client in their location, supporting TP rules and handbook while balancing the clients processes and standards.  

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.