BPO Operations Supervisor - Teleperformance McKinley West

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

About the role

Teleperformance is seeking a BPO Operations Supervisor to join our team at our McKinley West location in Taguig City, Metro Manila. This is a full-time position that plays a critical operational role in ensuring the delivery of exceptional customer service and business process outsourcing solutions. As an Operations Supervisor, you will be responsible for leading, motivating, and managing a team of customer service representatives whilst maintaining the highest standards of service quality, productivity, and compliance. This role is essential to driving operational excellence and contributing to Teleperformance's reputation as a world-class business process outsourcing provider.

Key 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

What we're looking for

• Minimum 2-3 years of supervisory or team leadership experience in a contact center, BPO, or customer service environment

• Proven track record of successfully managing and motivating teams to achieve performance targets

• Strong understanding of key performance indicators (KPIs) and experience in performance monitoring and analysis

• Excellent communication and interpersonal skills with the ability to work effectively with diverse teams

• Demonstrated proficiency in handling multiple priorities and managing time effectively in a fast-paced environment

• Strong problem-solving abilities and the capacity to make sound decisions under pressure

• Knowledge of customer service best practices and commitment to delivering exceptional customer experiences

• Familiarity with contact center technology and workforce management tools

• Excellent attendance and punctuality record

• Flexibility to work shifts, including early mornings, evenings, and weekends as required by operational needs

• Proficiency in English (verbal and written)