Operations Supervisor for a Launching Telco Program

Teleperformance; Philippines; On-site; PHP 200,000 - 300,000; Full time

Job summary

Teleperformance in the Philippines is seeking an experienced Customer Service Supervisor with a strong BPO Telco background to lead a team handling high volumes of routine inquiries. The role involves guiding agents, driving quality, and coordinating with internal departments to resolve customer issues.

Ideal candidates will have proven leadership experience as a supervisor and the ability to improve day-to-day call center processes in a fast-paced environment.

Qualifications

• Experience in BPO telco sectors is required.
• Proven leadership experience as a supervisor.

Responsibilities

• Handle high volume, low complexity customer inquiries in a call center setting.
• Resolve customer issues and coordinate with relevant teams to ensure timely solutions.
• Oversee daily activities of junior staff and drive process improvements.

Skills

BPO Telco

Supervisor leadership

Job description

Job Description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including:

• Call center-based customer support in response to a high volume of low complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries
• Acting as liaison between customers, production and distribution departments related to specific customer orders
• Providing technical and non-technical customer support in a walk-in service center

Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.

Required Skills

• With strong background in BPO Telco.
• With leadership experience as Supervisor.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.