Operations Supervisor (Telco Account)

Teleperformance; Antipolo; On-site; PHP 391,000 - 725,000; Full time

Job summary

Teleperformance Antipolo is seeking an Operations Supervisor to lead a high-performing contact center team, ensuring top-tier customer service for our clients. The role is full-time and on-site with shifting schedules.

You will coach staff, monitor metrics, and collaborate with department heads to optimize workflows while maintaining compliance with client requirements and internal policies. Strong leadership and English communication are essential.

Qualifications

• Minimum of 2 years' experience in customer service leadership or call center supervision.
• Preferably Telecommunications industry account experience.
• Proven track record of leading high-performing teams to hit targets.
• Excellent communication, interpersonal and problem-solving skills.
• Strong analytical and decision-making abilities with continuous improvement focus.
• Proficiency in English, written and verbal.
• Willing to work on a shifting schedule and on-site at TP Antipolo.

Responsibilities

• 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 operational issues, escalating to senior management as needed.
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Skills

Customer service leadership

Call center supervision

Analytical skills

Communication skills

Problem-solving

English proficiency

Job description

About the role

TP is seeking a talented Operations Supervisor to join our dynamic team in TP Antipolo. This full-time role will have you overseeing a high-performing contact center team, ensuring exceptional customer service for our clients.

Key responsibilities

• 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

About you

• Minimum of 2 years' experience in a customer service leadership or call center supervisory role
• Preferably with Telecommunications industry account experience
• Proven track record of leading and motivating high-performing teams to achieve ambitious targets
• Excellent communication, interpersonal and problem-solving skills
• Strong analytical and decision-making abilities, with a focus on continuous improvement
• Proficiency in English, both written and verbal
• Adaptable and comfortable working in a fast-paced, dynamic environment
• Willing to work on a shifting schedule and on site at TP Antipolo