Operations Supervisor - TP MOA

Teleperformance; Pasay; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance is seeking an Operations Supervisor to join our Pasay City call centre and customer service team. This full-time role focuses on leading day-to-day operations, guiding team performance, and delivering exceptional service to customers.

You will supervise representatives, monitor KPIs, and conduct coaching to drive continuous improvement. Strong leadership, communication, and proficiency with call centre systems are essential for success in this role.

Qualifications

• Proven supervisory or team leader experience in a call centre or customer service environment.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficiency in call centre systems and workforce management tools.
• Knowledge of customer service best practices and QA principles.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Understanding of KPIs and data-driven improvements.
• Relevant supervisory qualifications or CRM experience preferred.

Responsibilities

• Supervise and manage a team of customer service representatives.
• Monitor call centre operations and key metrics like AHT and CSAT.
• Conduct coaching, training and performance reviews.
• Address customer complaints and escalations professionally.
• Maintain records of performance, incidents and actions.
• Collaborate with other departments to resolve issues.
• Ensure compliance with policies and standards.
• Participate in workforce planning and recruitment as needed.
• Report metrics to senior management.

Skills

Supervisory experience

Leadership

Communication

Call centre systems

Workforce management tools

Microsoft Office

KPIs

Data-driven improvements

Education

Supervisory certification

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

About the role

Teleperformance is seeking an Operations Supervisor - TP MOA to join our dynamic call centre and customer service team in Pasay City, Metro Manila. This is a full‑time position based at our Metro Manila facility. As Operations Supervisor, you will play a crucial leadership role in overseeing day‑to‑day operations, managing team performance, and ensuring exceptional customer service delivery. This position is central to maintaining operational excellence and driving the success of our customer service operations.

Key responsibilities

1. Supervise and manage a team of customer service representatives, ensuring they meet performance targets and quality standards
2. Monitor call centre operations and key metrics such as average handle time, customer satisfaction scores, and adherence to schedules
3. Conduct regular coaching, training and performance reviews with team members to support their development and growth
4. Address customer complaints and escalations in a timely and professional manner
5. Maintain accurate records and documentation of team performance, incidents and disciplinary actions
6. Collaborate with other departments to resolve operational issues and improve processes
7. Ensure compliance with company policies, procedures and quality standards
8. Participate in workforce planning and recruitment activities as required
9. Report operational metrics and performance data to senior management

What we're looking for

1. Proven supervisory or team leader experience in a call centre or customer service environment
2. Strong leadership and people management skills with the ability to motivate and develop team members
3. Excellent communication and interpersonal skills
4. Proficiency in call centre systems, workforce management tools and Microsoft Office applications
5. Knowledge of customer service best practices and quality assurance principles
6. Strong analytical and problem‑solving abilities with attention to detail
7. Ability to work under pressure and manage multiple priorities effectively
8. Understanding of key performance indicators (KPIs) and experience using data to drive operational improvements
9. Relevant supervisory or team leader certification or qualification (preferred)
10. Experience with customer relationship management (CRM) systems (preferred)