Operations Supervisor

Application Deadline: Ongoing until positions are filled.to apply, please visit the TP Careers site at TPTP 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 includeTP 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 CultureAt 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 EmployerTP 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.Ensures daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics80% of your day will consist of coaching and educating agents on how to improve their performanceCreate an environment focusing on fun, enthusiasm, and accountabilityTake initiative and show leadership by creating performance improvement plansAdminister coaching and disciplinary action when appropriateHandle both internal and client-led performance discussionsPerform other related duties and assignments as required and as assigned by supervisor or other managementEnsure 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 immediatelyWorking with training and other management staff to improve quality and efficiency of Escalations team.Handle inbound escalationsProvide excellent customer service to all subscribers and fellow representativesDemonstrate a positive and helpful attitude to all subscribers and fellow representativesDemonstrate advanced knowledge of Client productsUnderstand, Organize, and Train new information to internal representatives for educational and informative purposesAssists in identifying trends in call handling and customer-related issues for feedbackPerforms other related duties and assignments as required.Thrive as a team player in a fast-paced, high-energy, change-oriented environment.Must have at least 6 months of leadership experienceMust be able to work in El Paso, TXMust be flexible to work any 5 days of the week and any 8 hours within 24 hoursAbility 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 checkRequired SkillsBEST SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt 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.