Operations Supervisor Job

3 days ago


Taguig, National Capital Region, Philippines Teleperformance Full time

Overview of the Role

As an Operations Supervisor at Teleperformance, 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.

Your Key Responsibilities:

  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.

Key Requirements:

  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.

Our Offer:

  • Competitive salary and incentive packages.
  • Opportunities for career advancement.
  • Access to comprehensive health and wellness programs.


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