Operations Supervisor

Teleperformance•El Paso, TX

83d•Onsite

About The Position

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.

Requirements

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
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

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.