Certified Vet Tech, Call Center Supervisor

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 

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 person will oversee other certified/licensed vet techs supporting a vet tech call center help line. 

 

This position is 100% work at home.  

 

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 

• Vet Tech license/certification 

• 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 

 

TP Leadership Skills 

• Emotional Intelligence       

• Self-Awareness  

• Self-Management  

• Empathy  

• Knowledge  

• TP Processes (for internal only)  

• Call Center Acumen  

• Supervisor Role Understanding 

• Technology  

• Microsoft Office  

• Problem Solving  

• Problem Solving & Critical Thinking  

• Analytical Thinking  

• Interpersonal Skills  

• Assertive Communication  

• Active Listening  

• Leadership Ski