BPO Operations Supervisor - Teleperformance MOA

Teleperformance; Philippines; On-site; PHP 558,000 - 781,000; Full time

Job summary

Teleperformance Philippines is seeking a results-driven Team Leader to oversee day-to-day operations in a dynamic BPO environment. You will coach, motivate, and manage a team of Customer Service Representatives to achieve service goals.

The role requires strong leadership, coaching, and performance management skills, plus excellent communication and analytical abilities. You will work onsite on a shifting schedule and collaborate with Operations Managers to drive customer experience improvements.

Qualifications

• 2–3 years of experience as a Team Leader in a BPO.
• Proven coaching and performance management experience.
• Excellent communication and leadership skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office and reporting tools.
• Willing to work onsite on a shifting schedule.

Responsibilities

• Lead a team of Customer Service Representatives.
• Monitor KPIs, SLAs, and productivity daily.
• Conduct coaching sessions and performance reviews.
• Analyze performance data to identify trends.
• Address attendance issues and disciplinary actions.
• Facilitate team huddles and engagement activities.
• Collaborate with Operations Managers and support teams.
• Ensure adherence to policies, compliance, and client expectations.
• Develop action plans to improve performance and CX.

Skills

Team leadership

Coaching

Performance management

Communication

Analytical skills

Tools

Microsoft Office

Reporting tools

Job description

Job Summary

We are seeking a results-driven and people-oriented Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The ideal candidate has strong leadership experience in a BPO environment, excels in coaching and performance management, and can motivate a team to consistently achieve operational goals.

Key Responsibilities

• Manage and lead a team of Customer Service Representatives.

• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.

• Conduct regular coaching sessions, feedback discussions, and performance reviews.

• Analyze performance data to identify trends, gaps, and opportunities for improvement.

• Handle employee concerns, attendance issues, and disciplinary actions as needed.

• Facilitate team huddles, calibration sessions, and engagement activities.

• Collaborate with Operations Managers and support teams to drive business objectives.

• Ensure adherence to company policies, compliance requirements, and client expectations.

• Develop action plans to improve team performance and customer experience.

Qualifications

• At least 2-3 years of experience as a Team Leader in a BPO setting.

• Proven experience in coaching, performance management, and team development.

• Excellent communication, leadership, and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficient in Microsoft Office applications and reporting tools.

• Willing to work onsite and on a shifting schedule.