Operations Supervisor - McKinley

Teleperformance; Philippines; On-site; PHP 450,000 - 650,000; Full time

Job summary

Teleperformance Philippines is seeking an experienced Operations Supervisor to join our TP McKinley team. This full-time role oversees daily contact centre operations, coaches a team of customer service reps, and ensures service excellence.

You will monitor performance, drive QA, and report KPIs to senior management, while leading process improvements and maintaining a high standard of customer care. The role requires strong leadership, excellent communication, and proficiency with WFM and CRM

Qualifications

• Proven supervisory or team leader experience in a contact centre or customer service.
• Strong leadership and people management with the ability to develop others.
• Excellent communication and interpersonal skills, both written and verbal.
• Experience using workforce management systems and CRM platforms.
• Solid understanding of performance metrics and data analysis.
• Problem-solving and adaptability in a fast-paced environment.
• Proficient in MS Office applications.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring quality and procedures.
• Monitor performance metrics and provide coaching to drive improvements.
• Conduct QA reviews and audits to ensure policy and client compliance.
• Address escalated issues and coordinate resolutions with clients.
• Manage schedules, shift planning, and workforce allocation.
• Prepare reports on performance data and KPIs for senior management.
• Implement process improvements to boost productivity and service quality.
• Maintain a safe, professional working environment and support induction.
• Participate in training and development sessions for team members.

Skills

Team leadership

People management

Communication skills

Workforce management systems

Quality assurance

Analytical skills

MS Office

Tools

CRM platforms

WFM systems

Quality assurance tools

Job description

About the role

Teleperformance is seeking an experienced Operations Supervisor to join our team at TP McKinley. This is a full-time position that plays a vital role in ensuring the smooth and efficient operation of our contact centre. As Operations Supervisor, you will be responsible for overseeing daily operations, managing team performance, and maintaining service excellence standards. This role is essential to the success of our operations and directly impacts the quality of service we deliver to our clients.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to quality standards and operational procedures
• Monitor team performance metrics including call handling time, customer satisfaction scores, and attendance rates
• Provide coaching, feedback and support to team members to drive continuous improvement and professional development
• Conduct quality assurance reviews and audits to ensure compliance with company policies and client requirements
• Address escalated customer issues and complaints, working towards satisfactory resolutions
• Manage team schedules, shift planning and workforce allocation to meet operational demands
• Prepare and report on operational performance data and key performance indicators to senior management
• Implement process improvements and efficiency initiatives to enhance productivity and service quality
• Ensure a safe, professional and supportive working environment for all team members
• Participate in training sessions and ensure team members receive necessary development and induction support

What we’re looking for

• Proven supervisory or team leader experience within a contact centre or customer service environment
• Strong leadership and people management skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, both written and verbal
• Proficiency in using workforce management systems, quality assurance tools and CRM platforms
• Solid understanding of key performance indicators and ability to analyse operational metrics
• Problem-solving skills and the ability to handle challenging situations with professionalism
• Strong organisational and time management abilities
• Customer service excellence mindset and commitment to maintaining high service standards
• Flexibility to work in a fast-paced environment and adapt to changing priorities
• Proficiency in Microsoft Office applications
• Previous experience with staff training, quality assurance and performance management is highly desirable

What we offer

Teleperformance is committed to providing our employees with a supportive and rewarding work environment. We offer competitive compensation packages, opportunities for professional growth and career advancement within a dynamic multinational organisation. Our employees benefit from comprehensive training programmes, mentorship opportunities and a collaborative team culture. We prioritise employee wellbeing through health and wellness initiatives, and we foster an inclusive workplace where every team member can thrive and succeed. We also provide ongoing support and development opportunities to help you advance your career within Teleperformance.

About us

Teleperformance is a leading global digital business services company with a presence in multiple countries, employing hundreds of thousands of professionals. We partner with the world's most successful brands to deliver innovative and customised business solutions across multiple sectors including technology, retail, telecommunications, financial services and healthcare. Our mission is to create exceptional customer experiences through our highly trained and dedicated teams. We pride ourselves on our commitment to excellence, innovation, and continuous improvement. At Teleperformance, we believe in creating opportunities for professional development, fostering a culture of inclusivity and delivering outstanding results for our clients and our employees.