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!

• Coach and develop teams and individuals to improve their skills.
• Accurately perform observations on recorded or live calls and score them against a TP and client provided standard.
• Complete all work assignments within given deadlines.
• Must have open availability to be considered for the position.
• Lead, coach, and support CSRS  to meet performance, quality, and productivity targets.
• Provide real‑time coaching, side‑by‑side support, and feedback to improve performance.
• Conduct regular performance discussions and support improvement plans as needed.
• Recognize and reinforce positive behaviors and performance achievement
•  Ensure agents follow SRP policies, procedures, and regulatory requirements during customer interactions.
• Monitor adherence to call scripts, account verification protocols, and data privacy standards.
• Address quality concerns identified through call monitoring and audits.
•  Support employee engagement, attendance, and adherence to workplace policies. 
• Support Advisor transitions from Nesting to Production.
• Participate in any new policy training to ensure all policies are understood.
• Thrive as a team player in a fast paced, high energy, change oriented environment.
• Perform other duties as assigned by Supervisor and 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 – Adherence and Attainment with the lowest attrition and highest quality.

• Energy/Utility vertical experience preferred. 
• Strong work ethic
• Must be at 25% Bilingual
• Flexible to work Monday to Friday and any 8 hours between 7am to 8pm Arizona Time (TZ never changes)-needs to be flexible
• Strong customer care skills
• Accuracy in typing, good grammar and tone
• Must be able to empathize
• Ability to learn quickly and retain systems knowledge and new information and be very dependable to work and support customers.
• Ability to use a Windows based computer system and common business software found in Microsoft Suite (Excel, PowerPoint, Outlook etc.)
• Ability to work independently to effectively and efficiently perform assigned duties
• Ability to maintain high level of ethics, and a courteous and professional demeanor
• Ability to multi-task, establish and meet deadlines

Required Skills

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