Head of Operations **URGENT**

Application Deadline: Ongoing until positions are filled.

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.

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.

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.

We welcome applications from active-duty service members, veterans, and military families.

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. 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

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.

Provide excellent customer service to all subscribers and fellow representatives

Assists in identifying trends in call handling and customer-related issues for feedback

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.

Solid organizational, administrative, leadership, and time management skills.Ability to demonstrate personal ownership of tasks and follow through to obtain desired results.

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.

Process Excellence

Emotional Intelligence

Data Literacy

We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

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