Contact Center Supervisor

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

Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures

This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.

Your 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

• Must be able to take calls when needed.

• Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS)

Requirements

• Must have experience using GDS Native Sabre

• Minimum of 3 years' experience with Sabre native GDS required, with demonstrated proficiency in native commands including PNR construction, fare pricing (WPNI/WP), ticketing, exchanges, and reissues without reliance on Sabre automation or scripting tools. Candidates will be assessed on native Sabre proficiency during the screening process.

• Minimum of 2 years' international booking experience, including complex multi-segment international itineraries, multi-carrier routings, and international fare construction. Experience with restricted government fares, City Pair Agreement (CPA) ticketing, or GSA contract fares strongly preferred.

• Government & Military Travel Experience (Preferred / Weighted Heavily)

• Experience supporting U.S. government, federal agency, or Department of Defense travel accounts is strongly preferred for this program. Relevant experience includes:

  • Familiarity with the Joint Travel Regulations (JTR) and applicable DoD travel policy

  • Experience with Defense Travel System (DTS) or knowledge of how DTS authorizations interface with TMC bookings

  • Understanding of City Pair Agreement (CPA) fares and mandatory use requirements

  • Experience managing travel modifications driven by orders changes, mission adjustments, or emergency re-routing

  • Sensitivity to the operational context of military travelers, including urgency, confidentiality, and duty-of-care obligations

• Strong de-escalation and composure under pressure are essential. Advisors will frequently support military personnel managing time-sensitive changes, complex international itineraries, and situations with real operational consequences. The ability to communicate with clarity, urgency, and professionalism including during difficult calls is non-negotiable.

• All candidates will complete a Sabre native proficiency assessment prior to offer. Minimum passing score required. Candidates unable to demonstrate native command proficiency will not advance regardless of years of experience claimed.

• College degree preferred or equivalent work experience required

• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others

• 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

• Typing speed of 25 wpm

• Excellent written and verbal communication skills consistent with North American business standards

• Must have availability to work various shifts influenced by current business needs

• High school diploma or GED required

• Excellent attendance history is required

• Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks

Soft 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.