Operations Supervisor
5 days ago
About the role
As an Operations Supervisor at Teleperformance Sucat, you will play a pivotal role in overseeing the day-to-day operations of our busy contact centre. Responsible for leading and motivating a team of customer service agents, you will ensure the seamless delivery of exceptional service to our valued clients. This is a full-time position based in our Sucat, Muntinlupa City office.
What you'll be doing
- Providing effective coaching, mentoring and performance management to your team of customer service agents
- Monitoring and evaluating team and individual performance to identify areas for improvement
- Implementing and enforcing quality assurance standards to maintain high levels of customer satisfaction
- Identifying training needs and delivering or coordinating relevant training programmes
- Optimising workforce scheduling and managing key operational metrics
- Fostering a positive and collaborative team environment
- Escalating and resolving complex customer issues as needed
- Collaborating with other departments to ensure seamless cross-functional operations
What we're looking for
- Proven experience as a supervisor or team leader in a customer service or contact centre environment
- Excellent communication, interpersonal and leadership skills
- Strong organisational and multitasking abilities with attention to detail
- Proficiency in data analysis and reporting to drive operational improvements
- Ability to thrive in a fast-paced, dynamic environment
- Good problem-solving and decision-making skills
- Fluency in English and the local language
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