183 Customer Service Representatives jobs in Edinburg

Location(s)
McAllen, Texas
**Details**
Kemper is one of the nation's leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive.
Kemper's products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.
We are looking for dedicated, caring bilingual (Spanish/English) professionals who would like to assist our clients (agencies and customers) with questions and changes to their insurance policy. We also offer hours that work for you!
Our contact center is open from 8:00am to 8:00pm CST, with rotating Saturdays 8:00am to 5:00pm approximately every 3 weeks.
This position will be working CST hours.
Training will last 6 to 8 weeks, Monday - Friday 9:00am to 5:30pm CST.
**Position Responsibilities** :
+ Employee will review all policy information to determine if the risk meets the company's underwriting guidelines and processes.
+ Serves as the primary contact point for insureds, agents, and lien holders for policy related inquiries.
+ Provides Superior Customer Service and offers solutions and/or options within Company guidelines.
+ You may be asked to periodically attend office-based training or meetings as needed.
**Position Qualifications** :
+ High school diploma or GED.
+ 6 months previous customer service experience required. Call Center and/or insurance-related experience preferred.
+ Fluent Spanish/English communication skills, pleasant telephone demeanor, and multitasking skills required.
+ PC experience with 3,000 KSH or 25 WPM with an error ratio of less than 5% required.
+ Successfully completes all required new hire training as per Departmental guidelines.
+ This selected candidate will be required to work in our McAllen, TX office location.
Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper is focused on expanding our Diversity, Equity, and Inclusion efforts to align with our vision, mission, and guiding principles.
Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee.
Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it.
**Kemper at a Glance**
The Kemper family of companies is one of the nation's leading specialized insurers. With approximately $13 billion in assets, Kemper is improving the world of insurance by providing affordable and easy-to-use personalized solutions to individuals, families and businesses through its Kemper Auto and Kemper Life brands. Kemper serves over 4.7 million policies, is represented by approximately 24,000 agents and brokers, and has approximately 7,500 associates dedicated to meeting the ever-changing needs of its customers. Learn more at Kemper.com .
*Alliance United Insurance Company is not rated.
_We value diversity and strive to be an employer of choice. An Equal Opportunity Employer, M/F/D/V_
**Our employees enjoy great benefits:**
- Qualify for your choice of health and dental plans within your first month.
- Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans.
- Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs.
- Contribute to your community through United Way and volunteer programs.
- Balance your life with generous paid time off and business casual dress.
- Get employee discounts for shopping, dining and travel through Kemper Perks.

**Your opportunity**
As a **International Client Service Associate** , you will service international (non-US residents) and domestic clients with all a full range of service and trading needs. You will work in a collaborative, fast-paced environment to assist with trading stocks, ETFs, mutual funds and options in addition to general account servicing inquiries. We also complete document translation services for internal partners and service clients in foreign language as needed. Evening and overnight shifts will also support our clients within Stock Plan Services. The relationships that you create and uphold will have a direct impact as you aid our clients to "Own Their tomorrow."
**NOTE:** **This** **position is based in Westlake, TX and available for a Hybrid schedule post training.**
**What you have**
**Required Qualifications:**
· **Must be able to read, write, and speak in Mandarin/Cantonese required.**
· Series 7 & 63 licenses required OR a condition of employment to successfully obtain these licenses within the allotted training time.
· Well-developed and effective communication skills to establish trust and rapport with clients through both verbal and written communication
· Available to work in a structured schedule and adhere to assigned schedule including lunch and break time as pre-determined by business need.
· Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
· Willingness and desire to learn in a fast-paced and evolving environment.
**Preferred Qualifications:**
· 2+ years of college study in finance, economics, business administration, or related area; bachelor's degree is preferred.
· 2+ year of customer service experience, preferably in financial services; 1+ years of experience working with clients through phone/chats/emails.
· Basic to intermediate knowledge of investment products. Ability to explain these complex subjects via the phone.
· Ability to quickly identify client needs, demonstrate empathy and compassion in responses, and apply sound judgment when taking action(s) to achieve client objectives via phone/chat/email.
· Flexible and able to work on emails/chats/phones as business needs change.
· High flexibility in shift times especially early in the morning as business needs.
**What's in it for you**
At Schwab, we're committed to empowering our employees' personal and professional success. Our flexible work options, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
+ Base salary + annual bonus
+ 401(k) with company match and Employee stock purchase plan
+ Paid time for vacation, volunteering, and a 4-week sabbatical after 5 years of service
+ Paid parental leave and family building benefits
+ Tuition reimbursement
+ Health, dental, and vision insurance
In addition to the salary range, this role is eligible for bonus or incentive opportunities.
**What's in it for you**
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
+ 401(k) with company match and Employee stock purchase plan
+ Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
+ Paid parental leave and family building benefits
+ Tuition reimbursement
+ Health, dental, and vision insurance
What's in it for you:
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call .

**Your opportunity**
As a **International Client Service Specialist** , you will service international (non-US residents) and domestic clients with all a full range of service and trading needs. You will work in a collaborative, fast-paced environment to assist with trading stocks, ETFs, mutual funds and options in addition to general account servicing inquiries. We also complete document translation services for internal partners and service clients in foreign language as needed. Evening and overnight shifts will also support our clients within Stock Plan Services. The relationships that you create and uphold will have a direct impact as you aid our clients to "Own Their tomorrow."
**What you have**
**Required Qualifications:**
+ Must be able to read, write, and speak in Spanish or Mandarin/Cantonese.
+ FINRA Series 7 and 63 licenses required
+ 1-2 years of experience in Client Service, Financial Services and/or Brokerage Services with an emphasis in trading, engaging with clients in a proactive and consultative manner.
**Preferred Qualifications:**
+ Passion for trading and market knowledge; ability to proactively discuss trading topics and appropriate solutions with clients.
+ This department operates 24hrs a day, 5 days a week, so shift flexibility is highly preferred.
+ Excellent analytical skills with the ability to effectively mitigate risk and adhere to trading accuracy while adhering to policies, procedures, and guidelines
+ A passion to continually learn, growing your knowledge in personal finance
+ Ability to establish trust and rapport with clients over the phone, chats or email
+ Excellent interpersonal and written skills with a strong customer service focus are essential
+ Resilience to help achieve client happiness in a fast-paced call environment
+ FINRA Series 9-10 license preferred
What's in it for you
At Schwab, we're committed to empowering our employees' personal and professional success. Our flexible work options, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
+ Base salary + annual bonus
+ 401(k) with company match and Employee stock purchase plan
+ Paid time for vacation, volunteering, and a 4-week sabbatical after 5 years of service
+ Paid parental leave and family building benefits
+ Tuition reimbursement
+ Health, dental, and vision insurance
_In addition to the salary range, this role is also eligible for bonus or incentive opportunities._
**What's in it for you**
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
+ 401(k) with company match and Employee stock purchase plan
+ Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
+ Paid parental leave and family building benefits
+ Tuition reimbursement
+ Health, dental, and vision insurance
What's in it for you:
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call .

**Category :** **Training**
**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!**
**Purpose**
**Develop and facilitate progression and enhancement training for new hires 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.**
**Your Responsibilities**
+ **Coordinate new hire, progression and enhancement training**
+ **Train new and existing employees on client projects emphasizing customer confidentiality and security**
+ **Develop non-classroom communication and training materials**
+ **Assess individual participant and class performance**
+ **Participate in minor client interaction including effective curriculum feedback and client visits**
+ **Demonstrate the highest standards of ethical and professional conduct in dealing with new employees**
+ **Thrive as a team player in a fast paced, high energy, change oriented environment**
+ **Ensure all policies and procedures are adhered to including Security, HR, Operations, etc.**
+ **Perform other related duties and assignments as required and assigned by supervisor or manager**
**Qualifications**
+ **Minimum 1 year call center supervisory or training experience in high paced customer focused environment**
+ **Six months previous Customer Service Experience**
+ **Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others**
+ **Requires solid organizational, administrative, leadership and time management skills**
+ **Able to demonstrate personal ownership of tasks and follow through to obtain desired results**
+ **Must have a keen sense of attention to detail, taking the initiative**
+ **Must be enthusiastic and comfortable speaking in front of large groups of people**
+ **Patience with various types of learners**
+ **Skilled in determining why and how tasks should be handled to effective completion**
+ **Proven experience in overcoming unexpected difficulties and using logical problem solving skills**
+ **Excellent written and verbal communication skills**
+ **Prior training curriculum development (instructional design) experience preferred**
+ **Must have availability to work various shifts influenced by current business needs**
+ **College degree preferred or equivalent work experience required**
+ **High school diploma or GED required**
+ **Must pass background and drug tests**
**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**

**Category :** **Client Operations**
**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!**
**Purpose**
**Develop, implement, assess and improve day to day operations of inbound call center 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.**
**Your Responsibilities**
+ **Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence**
+ **Assume accountability for the delivery of value added operations management services in support of approximately 500 - 1000 call center agents, technology professionals, and project managers**
+ **Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale**
+ **Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.**
+ **Oversee center wide human resource recruiting, training, development and retention.**
+ **Manage and develop center human resources, training, facilities, and IT staff**
+ **Participate as a value adding member of the TP USA management team**
+ **Promote the highest standards of ethical and professional conduct through demonstrated individual performance**
+ **Develop and manage the operating budget for the specific call center operation**
+ **Thrive as a team player in a fast paced, high energy, change oriented environment**
+ **Perform other related duties and assignments as required by manager**
**Qualifications**
+ **Bachelor's degree from an accredited college or university or equivalent work experience**
+ **5-7 years of call center management experience with two years of operations management**
+ **Experience with strategic initiative development and implementation, specifically with operating policies and procedures and work process improvements**
+ **Experience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions**
+ **Strong analytical skill and the ability to drive change and manage long term projects**
+ **Strong verbal, listening and written communications skills required, as well as outstanding interpersonal skills**
+ **Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.**
**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**

**Category :** **Client Operations**
**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!**
**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 McAllen, Texas. 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.**
**TP is an Equal Opportunity Employer**

Overview

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!

Purpose

Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly

This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.

Responsibilities

Your Responsibilities

• 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
• Attend TP and client meetings and functions as assigned
• 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
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• 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

Qualifications

Qualifications

• Must be at least 18 years old
• Previous call center experience with four (4) or more of the following:
  • Bachelor's degree or equivalent experience
  • 6 plus months experience as an inbound call center customer service representative
  • 6 plus months experience as a mentor, trainer, or acting supervisor
  • 6 plus months of previous quality assurance experience
  • Analytical and problem-solving skills
    • Ability to analyze and identify agent trending
    • Ability to assess individual and team performance
  • Strong written and verbal communications skills
  • Strong leadership skills
  • Highly productive
  • 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
  • Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
  • Experience with standard business applications including MSOffice (Excel experience a must)
  • Strong team building and leadership skills focused on production-oriented goals
  • Able to manage multiple priorities in an ever-changing environment
  • Internal knowledge of TPUSA CSAT analytics processes
  • Excellent attendance history is required
  • Must pass mandatory background checks which may include pre-screenings, 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

**Category :** **Client Operations**
**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!**
**Purpose**
**Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.**
**This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.**
**Your Responsibilities**
+ **Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.**
+ **Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.**
+ **Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.**
+ **Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.**
+ **Thrive as a team player in a fast-paced, high-energy, change-oriented environment.**
+ **Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client**
+ **Performs other related duties and assignments as required.**
**Qualifications**
+ **Bachelor's degree from an accredited college or university or equivalent work experience**
+ **Two to three years of contact center management experience.**
+ **Currently a supervisor or above with excellent TOPS implementation skills**
+ **Experience managing programs with varying service objectives, agent skill requirements and technical solutions.**
+ **Strong verbal, listening, and written communications skills required**
+ **Excellent attendance history is required.**
+ **Some travel may be required**
+ **Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions**
**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**

**Category :** **Quality Assurance**
**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!**
**Purpose**
**Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly**
**This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.**
**Your Responsibilities**
+ **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**
+ **Attend TP and client meetings and functions as assigned**
+ **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**
+ **Quality Assurance CSAT calibration process with clients, monitoring services and the operation**
+ **Ensure value added CSAT analytics, methods and practices are provided to operation**
+ **Client interaction as it relates to CSAT analytics, methods, and processes**
+ **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**
**Qualifications**
+ **Must be at least 18 years old**
+ **Previous call center experience with four (4) or more of the following:**
+ **Bachelor's degree or equivalent experience**
+ **6 plus months experience as an inbound call center customer service representative**
+ **6 plus months experience as a mentor, trainer, or acting supervisor**
+ **6 plus months of previous quality assurance experience**
+ **Analytical and problem-solving skills**
+ **Ability to analyze and identify agent trending**
+ **Ability to assess individual and team performance**
+ **Strong written and verbal communications skills**
+ **Strong leadership skills**
+ **Highly productive**
+ **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**
+ **Must be extremely articulate and present a professional image as this position will have contact with clients and other departments**
+ **Experience with standard business applications including MSOffice (Excel experience a must)**
+ **Strong team building and leadership skills focused on production-oriented goals**
+ **Able to manage multiple priorities in an ever-changing environment**
+ **Internal knowledge of TPUSA CSAT analytics processes**
+ **Excellent attendance history is required**
+ **Must pass mandatory background checks which may include pre-screenings, 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**