Call Center Operations Supervisor

Job Title

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% onsite in McAllen, Texas. Work at home is not available for this position.

Responsibilities

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

Qualifications

Qualifications

• 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.

TP is an Equal Opportunity Employer