Operations Supervisor - Alabang (For Pooling)

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

Job summary

Teleperformance Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence in a fast-paced BPO environment.

You will coach and develop agents, monitor KPIs and SLAs, conduct regular performance reviews, and analyze data to identify opportunities for improvement. This onsite role requires rotating shifts and strong communication.

Qualifications

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

Responsibilities

• Lead a team of Customer Service Representatives
• Monitor daily performance and achieve KPIs, SLAs, and productivity
• Conduct coaching, feedback discussions, and performance reviews
• Analyze performance data to identify trends and gaps
• Address attendance issues and disciplinary actions as needed
• Lead team huddles, calibration sessions, and engagement activities
• Collaborate with Operations Managers to meet business objectives
• Ensure adherence to company policies and client expectations
• Develop action plans to improve performance and customer experience

Skills

Team leadership

Coaching

Performance management

Communication

Analytical skills

MS Office

Tools

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.