Retail: Operations Supervisor

5 days ago


Taguig, National Capital Region, Philippines Teleperformance Full time

About the role

As an Operations Supervisor for Teleperformance in Taguig City, Metro Manila, you will play a crucial role in leading and supporting a team of customer service professionals. In this full-time, on-site position, you will be responsible for overseeing the day-to-day operations of the call centre, ensuring exceptional service delivery and driving team performance to achieve business objectives.

What you'll be doing

  1. Manage and coach a team of customer service representatives, providing guidance, feedback and support to help them develop their skills and reach their full potential.
  2. Monitor and analyse team and individual performance metrics, identifying areas for improvement and implementing effective strategies to drive continuous enhancement.
  3. Collaborate with cross-functional teams to address customer concerns, resolve escalated issues and implement process improvements.
  4. Ensure adherence to company policies, procedures and quality standards, maintaining a positive and productive work environment.
  5. Participate in the recruitment and training of new team members, contributing to the development of a skilled and engaged workforce.
  6. Assist in the planning and implementation of operational initiatives, contributing to the overall success of the call centre.

What we're looking for

  1. Minimum 2 years of experience in a supervisory or team leader role within a call centre or customer service environment.
  2. Strong leadership and people management skills, with the ability to motivate and inspire a team.
  3. Excellent communication and interpersonal skills, with the ability to effectively liaise with both team members and cross-functional stakeholders.
  4. Problem-solving and decision-making skills, with the ability to think critically and find creative solutions to challenges.
  5. Proficiency in using call centre and customer relationship management (CRM) systems.
  6. A customer-centric mindset and a commitment to delivering exceptional service.

What we offer

At Teleperformance, we provide a range of benefits and opportunities to support the well-being and professional development of our employees. These include competitive salary and incentive packages, opportunities for career advancement, and access to comprehensive health and wellness programs. We are committed to creating a positive and inclusive work environment where our employees can thrive.

About us

Teleperformance is a global leader in customer experience management, offering a wide range of solutions to help businesses enhance their customer interactions and drive business growth. With a presence in over 80 countries and a talented workforce of over 380,000 people, we are dedicated to transforming the customer experience and delivering exceptional results for our clients.

Apply now to become an integral part of our dynamic and innovative team

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