Maximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
As an Operations Leader, you will be responsible for overseeing Service Delivery for a Telecom account and helping us continue building our presence within the function. In this role, you will drive the operations & key KPIs of the program while striving towards improvement. You will be an ambassador of the brand and must be able to deliver service excellence that drives profitability and client satisfaction.
The Responsibilities & Duties
- Managing large-scale operations, driving technical support, upselling, and cross-selling for a Telecom program
- Managing financial, cost control, and data management requirements of the process
- Implement company-wide management-approved strategies.
- Align with seniors, peers, and the team to make informed decisions for operational activities and establish strategic goals.
- Oversee customer support processes and organize them to enhance customer satisfaction.
- Perform follow-ups with clients and cultivate close relationships with decision-makers to generate new business opportunities.
- Ensure continuous improvement and propose outside-the-box solutions.
- Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifying opportunities for improvement.
- Reviews, analyses, and evaluates business procedures.
- Implement policies and procedures that will improve day-to-day operations.
- Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets to achieve financial objectives.
- Communicates and explains new directives, policies, and procedures to managers, and meets with the entire operations staff to maintain morale.
- Enhance customer service and satisfaction through targeted policy and procedural adjustments.
- Leads the coordination and integration of efforts among teams.
- Projects a positive image of the organization to employees, customers, industry, and community.
The Qualifications
- Bachelor’s degree or above preferred.
- Minimum 12 years of experience in operations, customer experience management, and sales in the International Telecom domain
- Analytical thinking, proactive attitude.
- Strong experience in P&L management, people, and Business Management
- Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
- Excellent organizational and leadership abilities.
- Working knowledge of data analysis and performance/operation metrics.
- Flexibility to work in the US shifts.
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Diversity, Equity & Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
