Operations Supervisor - Cebu (For Pooling)

Teleperformance; Cebu City; On-site; PHP 391,000 - 603,000; Full time

Job summary

Teleperformance in Cebu City is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The role emphasizes coaching, performance management, and motivating a team to achieve targets.

Ideal candidates have 2-3 years in a Team Leader role within a BPO, with strong communication and analytical skills. Onsite work with shifting schedules is required to meet client expectations.

Qualifications

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

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.

Skills

Team leadership

Coaching

Communication skills

Analytical skills

MS Office

Onsite work

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.