Operations Team Lead
2 weeks ago
About the Company
Teleperformance is a global leader in outsourced customer experience solutions. Our team of professionals works with clients to create personalized and efficient customer experiences.
Job Overview
- We are seeking an experienced Operations Supervisor to join our Travel Account team at our site in Taguig City, Metro Manila. This full-time role will involve leading and managing a team of customer service representatives to deliver exceptional service to our clients and their customers.
Key Responsibilities
- Oversee the day-to-day operations of your team, ensuring workload management and adherence to schedules and call metrics
- Provide coaching and feedback to team members, helping them develop their skills and achieve performance goals
- Collaborate with the Quality Assurance team to monitor call quality and identify areas for improvement
- Resolve escalated customer issues and provide guidance to your team on complex customer enquiries
- Participate in the recruitment and training of new team members
- Contribute to the implementation of process improvements and the development of best practices
Requirements
- At least 1-2 years of experience in a supervisory or team lead role within a call center or customer service environment
- Excellent communication and interpersonal skills, with the ability to effectively lead, motivate and develop a team
- Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
- Proficient in English, both verbal and written
- Familiarity with contact center software and tools, such as CRM systems and call monitoring software
- A collaborative mindset and the ability to work well within a team
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