Operations Supervisor - Eastwood (For Pooling)

Teleperformance; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Teleperformance Philippines in Metro Manila is seeking a results-driven Team Leader to oversee day-to-day operations, coach agents, and drive service excellence in a fast-paced BPO environment.

You will manage a team of Customer Service Representatives, monitor KPIs, conduct performance reviews, and collaborate with Operations Managers to meet client expectations on shifting schedules.

Qualifications

• 2–3 years of Team Leader experience in a BPO.
• Proven coaching, performance management and team development.
• Excellent communication, leadership and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Lead and manage a team of Customer Service Representatives.
• Monitor KPIs, SLAs, and productivity.
• Conduct coaching, feedback discussions, and performance reviews.
• Analyze performance data to identify trends and opportunities for improvement.
• Handle attendance issues and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers to drive business objectives.
• Ensure adherence to policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Team Leadership

Coaching

Performance Management

Communication Skills

Analytical Thinking

MS Office

Reporting Tools

BPO Experience

Onsite Work

Tools

MS Office Suite

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.