Operations Team Lead

2 weeks ago


Manila, National Capital Region, Philippines Teleperformance Full time

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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