On-Site Contact Center Ops Supervisor: Coaching & Quality

Teleperformance; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Teleperformance in Quezon City is seeking an experienced Operations Supervisor to oversee a high-performing contact center team and ensure exceptional service for our clients.

You will coach, train and drive performance using metrics and QA processes; collaborate with department heads to optimize workflows and policies; and ensure compliance with client requirements and internal policies. This is a full-time on-site role at TP Fairview with a focus on staff engagement and retention.

Qualifications

• 1–2 years of experience in a contact center operations supervisory role.
• Strong people management and leadership abilities.
• Excellent verbal and written communication.
• Detail-oriented with a focus on continuous improvement.
• Familiar with QA processes and compliance in contact centers.
• Willing to work on a shifting schedule and on-site at TP Fairview.

Responsibilities

• Manage a team of customer service representatives, providing coaching and performance feedback.
• Monitor team and individual performance metrics to identify improvement areas.
• Implement quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and policies.
• Foster a positive environment to support staff engagement and retention.
• Identify and address operational issues, escalating to senior management as needed.
• Ensure compliance with client requirements and internal policies.

Skills

People management

Verbal communication

Written communication

Problem solving

Quality assurance

Contact center software

Tools

Contact center software

Reporting tools

Job description

Teleperformance in Quezon City is seeking an experienced Operations Supervisor to oversee a high-performing contact center team and ensure exceptional service for our clients.

You will coach, train and drive performance using metrics and QA processes; collaborate with department heads to optimize workflows and policies; and ensure compliance with client requirements and internal policies. This is a full-time on-site role at TP Fairview with a focus on staff engagement and retention.