Operations Supervisor (Telco Account)

Teleperformance; Rizal; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Teleperformance is seeking an experienced Operations Supervisor for its Antipolo site. You will lead a high-performing contact center team, delivering coaching, training, and performance feedback to ensure top-tier customer service for our clients.

The role requires at least 2 years in customer service leadership and strong English communication. Expect shift work and on-site duties at TP Antipolo within a fast-paced environment focused on continuous improvement.

Qualifications

• Minimum 2 years experience in customer service leadership or call center supervision.
• Preferred Telecommunications industry account experience.
• Proven track record of leading high-performing teams to targets.
• Excellent communication, interpersonal and problem-solving skills.
• Strong analytical and decision-making abilities with continuous improvement focus.
• Proficiency in English, written and verbal.
• Adaptable to a fast-paced, dynamic environment.
• Willing to work shifting schedules 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 any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Skills

Coaching

Team leadership

Performance metrics

Quality assurance

English proficiency

Analytical thinking

Problem solving

Communication

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 Antipolo. 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 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.