Call Center Supervisor

Category : Client Operations

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

About TP

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.

Benefits of working with TP include

TP 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 Culture

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.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP 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 877-877-3944 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.

Purpose

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 Brownsville, TX. Work at home is not available for this position.

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

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.