Operations Supervisor |Automotive| Scottsdale, AZ (On Site)

Teleperformance•Scottsdale, AZ

1d•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. This role focuses on developing, implementing, assessing, and improving the day-to-day operations of inbound call centers to meet and exceed client needs and requirements according to policies and procedures. The Operations Supervisor will ensure daily performance metrics are met or exceeded, coach and educate agents on performance improvement, and create an environment of fun, enthusiasm, and accountability. The position requires initiative, leadership in creating performance improvement plans, and adherence to attendance, quality, and performance guidelines. Responsibilities also include administering coaching and disciplinary actions, handling performance discussions, performing other related duties, and ensuring adherence to all policies and procedures, including security and HR.

Requirements

1 yr management experience required.
Graduated and full understanding of Zoox product knowledge
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
Excellent written and verbal communication skills consistent with North American business standards
Must have availability to work various shifts influenced by current business needs
Excellent attendance history is required
Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Nice To Haves

College degree preferred or equivalent work experience

Responsibilities

Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
Coaching and educating agents on how to improve their performance (80% of the day)
Create an environment focusing on fun, enthusiasm and accountability
Take initiative and show leadership by creating performance improvement plans, and support TP and client needs by following attendance, quality and performance guidelines.
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.