Operations Supervisor - Search Engine Optimization | Eastwood

Teleperformance; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Teleperformance in Quezon City, Metro Manila, is seeking an Operations Supervisor for the SEO division. This full-time role leads a customer service team, oversees daily SEO operations, and ensures service quality.

You will develop the team, implement SOPs, and drive process improvements while aligning with business goals. The role requires strong leadership, excellent communication, and a track record in contact centres.

Qualifications

• Previous supervision in a contact centre or customer service.
• Strong leadership and coaching abilities.
• Excellent written and verbal communication.
• Familiarity with QA principles and service standards.
• Experience with SEO or digital marketing is a plus.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance targets and quality standards.
• Monitor team productivity and identify areas for improvement and development opportunities.
• Conduct training and coaching sessions to enhance team skills and product knowledge related to SEO services.
• Review customer interactions and provide constructive feedback to team members.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Prepare reports on team performance, quality metrics, and operational KPIs.
• Collaborate with other departments to ensure seamless operations and customer satisfaction.
• Implement and enforce standard operating procedures and company policies.
• Participate in continuous improvement initiatives and process optimisation projects.
• Support recruitment and onboarding processes for new team members.

Skills

Supervisory experience

Team leadership

Communication skills

Customer service knowledge

Quality assurance

Reporting & analytics

SEO/digital marketing knowledge

Shift flexibility

Tools

CRM software

Reporting tools

Job description

About the role

Teleperformance is seeking an Operations Supervisor - Search Engine Optimization to join our team in Quezon City, Metro Manila. This is a full-time position based at our Eastwood facility. As Operations Supervisor, you will play a crucial leadership role overseeing day-to-day operations within our Search Engine Optimization division. You will be responsible for managing team performance, ensuring service quality standards are met, and driving operational excellence across your team. This supervisory role is integral to our customer service operations and directly impacts the success of our SEO support services.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance targets and quality standards
• Monitor team productivity and identify areas for improvement and development opportunities
• Conduct training and coaching sessions to enhance team skills and product knowledge related to SEO services
• Review customer interactions and provide constructive feedback to team members
• Handle escalated customer issues and complaints with professionalism and efficiency
• Prepare reports on team performance, quality metrics, and operational KPIs
• Collaborate with other departments to ensure seamless operations and customer satisfaction
• Implement and enforce standard operating procedures and company policies
• Participate in continuous improvement initiatives and process optimisation projects
• Support recruitment and onboarding processes for new team members

What we're looking for

• Proven supervisory or team leader experience in a contact centre or customer service environment
• Strong leadership skills with the ability to motivate and manage diverse teams effectively
• Excellent communication and interpersonal abilities, both written and verbal
• Knowledge of customer service best practices and quality assurance principles
• Proficiency with customer service management systems and reporting tools
• Analytical mindset with strong problem-solving capabilities
• Ability to work in a fast-paced, target-driven environmentAttention to detail and commitment to maintaining high service standards
• Experience with Search Engine Optimization or digital marketing is highly desirable
• Flexibility to work various shifts as business requirements dictate

What we offer

Teleperformance is committed to supporting the wellbeing and career development of our employees. We offer a competitive benefits package that includes opportunities for professional growth and advancement within our organisation. Our supportive work environment fosters collaboration and innovation, enabling supervisors to develop their leadership capabilities. We provide ongoing training and development programmes to enhance your supervisory skills and industry knowledge. Additionally, we maintain a balanced work culture that recognises the importance of employee wellbeing and work-life balance. If you require any adjustments or support during the recruitment process, we encourage you to reach out to us.

About us

Teleperformance is a global leader in digital business services, providing customer experience solutions to businesses worldwide. We specialise in delivering exceptional customer service across multiple channels and industries, including Search Engine Optimization support services. With a presence in numerous countries, Teleperformance is committed to attracting top talent and fostering an inclusive, dynamic workplace culture. Our mission is to help our clients succeed by providing innovative solutions and outstanding customer experiences. We pride ourselves on our commitment to excellence, continuous improvement, and creating opportunities for our employees to grow and thrive in their careers.