Operations Supervisor

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit

• Accurately perform observations on recorded or live agent calls and score them against a TP and client provided standard.
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support.
• Complete all work assignments within deadlines given.
• Maintain a set work schedule allowing for flexibility based on business needs.
• Host and facilitate internal, external or QA team calibrations to track results and attendance.
• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client).
• Support supervisor teams with representative quality execution Support supervisor teams in calibration session.
• Support new hire quality training and transition.
• Participate in any new policy training to ensure all policies are understood.
• Ensure all QA Analyst reporting, and communication requirements are met.
• Thrive as a team player in a fast paced, high energy, change oriented environment.
• Perform other duties as assigned by supervisor or other members of 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.
• Desire to run the strongest team with the best results - IB Conversion, Adherence, Attainment with the lowest attrition and highest quality.

• Prior Sales Supervisor experience - telecom Sprint, Spectrum, ATT, Verizon experience a huge plus.
• Must be able to manage anywhere from 15-20 team members at a time
• Dependable, stable work history with excel and power point experience.
• Must be able to work any 5 days between Monday-Saturday and any 8 hours between 7:45am - 6pm. 
• Sales Motivation, tracking, strategy including a strong ADD VALUE coaching method.
• Must have time management skills, prioritize tasks and multi-task. Client ratio is 1:25, so ability to manage larger sized team
• Excellent organizational and time management skills.
• Excellent verbal and written communications skills.
• High level of expertise in company and client policies, tools, applications, and practices.
• Experience with creating or compiling reports using various sources of data.
• Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans.
• Strong team building and leadership skills focused on production-oriented goals.
• Able to manage multiple priorities in an ever-changing environment.
• Strong leadership skills.

Required Skills

BEST 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