BPO Operations Lead - Customer Experience

Teleperformance; Taguig; On-site; PHP 335,000 - 614,000; Full time

Job summary

Teleperformance is seeking a BPO Operations Supervisor to join our team at the McKinley West location in Taguig City, Metro Manila. You will lead a team of customer service representatives, drive performance, and ensure service quality and compliance.

In this full-time role, you will coach staff, monitor KPIs, participate in workforce planning, and support continuous process improvements while maintaining strong attendance and punctuality. English proficiency is required.

Qualifications

• 2–3 years of supervisory or team leadership experience in a contact center or BPO.
• Proven track record of motivating teams to meet targets.
• Strong KPI understanding with experience monitoring and analyzing metrics.
• Excellent communication and interpersonal skills with diverse teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving skills and ability to work under pressure.
• Understanding of customer service best practices and delivering excellent experiences.
• Familiarity with contact center technology and workforce management tools.
• Excellent attendance and punctuality.
• Willingness to work shifts including early mornings, evenings, and weekends.
• Proficiency in English (verbal and written).

Responsibilities

• Supervising and leading a team of customer service representatives, providing ongoing coaching, training, and performance management
• Monitoring team performance metrics including call handling time, customer satisfaction scores, first-call resolution rates, and attendance
• Ensuring adherence to service level agreements, quality standards, and company policies across all team members
• Conducting quality assurance reviews and providing constructive feedback to improve agent performance
• Addressing employee concerns, managing disciplinary issues, and implementing corrective action plans as needed
• Participating in workforce planning and scheduling to ensure adequate staffing levels and coverage
• Communicating effectively with senior management regarding team performance, challenges, and opportunities for improvement
• Supporting the implementation of operational procedures and process improvements
• Maintaining compliance with regulatory requirements, data protection standards, and company protocols
• Assisting with recruitment, onboarding, and training of new team members

Skills

Team leadership

KPI tracking

Communication

Time management

Problem solving

Customer service excellence

English proficiency

Job description

Teleperformance is seeking a BPO Operations Supervisor to join our team at the McKinley West location in Taguig City, Metro Manila. You will lead a team of customer service representatives, drive performance, and ensure service quality and compliance.

In this full-time role, you will coach staff, monitor KPIs, participate in workforce planning, and support continuous process improvements while maintaining strong attendance and punctuality. English proficiency is required.