BPO Operations Supervisor — Customer Experience Lead

Teleperformance; Taguig; On-site; PHP 420,000 - 560,000; Full time

Job summary

Teleperformance is seeking an Operations Supervisor to join our McKinley West location in Taguig City, Metro Manila. This is a full-time role that leads and motivates a team of customer service representatives to deliver exceptional BPO services and operational excellence.

You will monitor KPIs such as call handling time and first-call resolution, ensure adherence to SLAs and quality standards, assist with scheduling, recruitment, and training, and report to senior management on performance and

Qualifications

• 2–3 years of supervisory or team leadership in contact centers.
• Experience handling BPO travel programs.
• Strong KPI monitoring and performance analysis.
• Excellent English communication skills.

Responsibilities

• Supervise and coach a team of customer service representatives.
• Monitor performance metrics and attendance.
• Ensure adherence to SLAs, quality standards, and policies.
• Provide QA feedback and corrective actions.
• Support workforce planning and staffing.
• Communicate with senior management on performance and improvements.
• Assist with recruitment, onboarding, and training.

Skills

Supervisory experience

KPI monitoring

Team motivation

English proficiency

Communication skills

Time management

Problem solving

Attention to detail

BPO travel programs

Tools

Workforce management tools

Job description

Teleperformance is seeking an Operations Supervisor to join our McKinley West location in Taguig City, Metro Manila. This is a full-time role that leads and motivates a team of customer service representatives to deliver exceptional BPO services and operational excellence.

You will monitor KPIs such as call handling time and first-call resolution, ensure adherence to SLAs and quality standards, assist with scheduling, recruitment, and training, and report to senior management on performance and