Operations Supervisor | People & Performance Leader
Teleperformance
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Job summary
Teleperformance is seeking an experienced Operations Supervisor to join TP Rockwell in Pasig. This full-time role oversees daily operations, manages team performance, and maintains service excellence standards within our contact centre.
You will coach and support staff, conduct QA reviews, handle escalations, schedule shifts, and report KPIs to senior management, driving process improvements and a safe, professional working environment.
Qualifications
- Experience supervising contact centre teams.
- Proven leadership and people-management skills.
- Excellent verbal and written communication.
- Proficiency with workforce management systems and CRM tools.
- Strong analytical and KPI-driven mindset.
Responsibilities
- Oversee daily operations of the contact centre to ensure service standards.
- Monitor and report on key performance metrics (e.g., AHT, CSAT, attendance).
- Coach and mentor agents to improve performance and development.
- Conduct QA reviews and audits to ensure policy and client compliance.
- Address escalated customer issues and drive timely resolutions.
- Oversee scheduling and workforce allocation to meet demand.
- Report operational data and KPIs to senior management.
- Lead process improvements to boost productivity and quality.
Skills
Tools
Job description
Teleperformance is seeking an experienced Operations Supervisor to join TP Rockwell in Pasig. This full-time role oversees daily operations, manages team performance, and maintains service excellence standards within our contact centre.
You will coach and support staff, conduct QA reviews, handle escalations, schedule shifts, and report KPIs to senior management, driving process improvements and a safe, professional working environment.
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