Operations Supervisor

5 days ago

Ayala Alabang, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

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

  1. Providing effective coaching, mentoring and performance management to your team of customer service agents
  2. Monitoring and evaluating team and individual performance to identify areas for improvement
  3. Implementing and enforcing quality assurance standards to maintain high levels of customer satisfaction
  4. Identifying training needs and delivering or coordinating relevant training programmes
  5. Optimising workforce scheduling and managing key operational metrics
  6. Fostering a positive and collaborative team environment
  7. Escalating and resolving complex customer issues as needed
  8. Collaborating with other departments to ensure seamless cross-functional operations

What we're looking for

  1. Proven experience as a supervisor or team leader in a customer service or contact centre environment
  2. Excellent communication, interpersonal and leadership skills
  3. Strong organisational and multitasking abilities with attention to detail
  4. Proficiency in data analysis and reporting to drive operational improvements
  5. Ability to thrive in a fast-paced, dynamic environment
  6. Good problem-solving and decision-making skills
  7. Fluency in English and the local language

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