Call Center Workforce Supervisor

Teleperformance; Angeles; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance is seeking a skilled and dedicated Workforce Supervisor to join our TP Clark team in Angeles City, Pampanga. This full-time role will oversee the performance of a customer service team, maintain service quality standards, and drive operational excellence to deliver exceptional customer experiences.

You will monitor attendance, conduct regular performance reviews, identify training needs, ensure policy compliance, and report on KPIs while fostering a motivated, collaborative

Qualifications

• Proven supervisory or management experience in a call centre, customer service, or contact centre environment.
• Strong leadership and motivational skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and prepare reports.
• Knowledge of Philippine labour laws is advantageous.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to performance targets and quality standards
• Monitor workforce attendance, punctuality, and productivity, taking corrective action when necessary
• Conduct regular performance reviews and provide constructive feedback to team members
• Identify training needs and coordinate development opportunities to enhance team capabilities
• Ensure compliance with company policies, procedures, and regulatory requirements
• Handle escalations and resolve customer service issues in a timely and professional manner
• Maintain accurate records and generate reports on team performance metrics and KPIs
• Foster a positive team environment that promotes collaboration, motivation, and employee engagement
• Participate in recruitment and onboarding processes for new team members
• Communicate effectively with senior management regarding team performance and operational challenges

Skills

Supervisory experience

Leadership

Communication skills

Analytical skills

English fluency

Education

Bachelor's degree in management or related field

Tools

Workforce management systems

Call centre software

Job description

Teleperformance is seeking a skilled and dedicated Workforce Supervisor to join our TP Clark team in Angeles City, Pampanga. This full-time role will oversee the performance of a customer service team, maintain service quality standards, and drive operational excellence to deliver exceptional customer experiences.

You will monitor attendance, conduct regular performance reviews, identify training needs, ensure policy compliance, and report on KPIs while fostering a motivated, collaborative