Operations Supervisor (Retail Account) | TP Fairview

Teleperformance; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Teleperformance in Quezon City is seeking an experienced Operations Supervisor to oversee a high-performing contact center team and ensure exceptional service for our clients.

You will coach, train and drive performance using metrics and QA processes; collaborate with department heads to optimize workflows and policies; and ensure compliance with client requirements and internal policies. This is a full-time on-site role at TP Fairview with a focus on staff engagement and retention.

Qualifications

• 1–2 years of experience in a contact center operations supervisory role.
• Strong people management and leadership abilities.
• Excellent verbal and written communication.
• Detail-oriented with a focus on continuous improvement.
• Familiar with QA processes and compliance in contact centers.
• Willing to work on a shifting schedule and on-site at TP Fairview.

Responsibilities

• Manage a team of customer service representatives, providing coaching and performance feedback.
• Monitor team and individual performance metrics to identify improvement areas.
• Implement quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and policies.
• Foster a positive environment to support staff engagement and retention.
• Identify and address operational issues, escalating to senior management as needed.
• Ensure compliance with client requirements and internal policies.

Skills

People management

Verbal communication

Written communication

Problem solving

Quality assurance

Contact center software

Tools

Contact center software

Reporting tools

Job description

About the role

Are you an experienced Operations Supervisor looking for an exciting new opportunity? TP is seeking a talented Operations Supervisor to join our dynamic team in TP Fairview. This full-time role will have you overseeing a high-performing contact center team, ensuring exceptional customer service for our clients.

What you'll be doing

• Manage a team of customer service representatives, providing coaching, training and performance feedback


• Monitor and analyze team and individual performance metrics to identify areas for improvement


• Implement effective quality assurance processes and provide feedback to drive operational excellence


• Collaborate with department heads to optimize workflows and implement new policies or procedures


• Foster a positive, motivating team environment to support high staff engagement and retention


• Identify and address any operational issues, escalating to senior management as needed


• Ensure full compliance with client requirements, contractual obligations and internal policies.

What we're looking for

• Minimum 1-2 years' experience in a contact center operations supervisory role


• Strong people management skills with the ability to lead, motivate and develop a team


• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels


• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement


• Proficient in using contact center software and reporting tools


• Understanding of contact center metrics and the ability to drive performance improvements


• Familiarity with compliance and quality assurance processes in a contact center environment


• Willing to work on a shifting schedule and on site at TP Fairview.