Operations Supervisor - Vertis North (For Pooling)

Teleperformance; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Teleperformance is seeking a Team Leader to oversee day-to-day operations within a BPO setting. The role focuses on coaching, performance management, and driving KPIs while maintaining service excellence.

The ideal candidate will lead a team of customer service representatives, analyze data for improvements, and ensure policy compliance. Onsite work with a rotating schedule is expected.

Qualifications

• 2-3 years as Team Leader in a BPO.
• Coaching, performance management, and team development.
• Excellent communication, leadership and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Willing to work onsite with a shifting schedule.

Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers and support teams to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Leadership

Coaching

Performance Mgmt

Team Development

Communication

Analytics

MS Office

Tools

Microsoft Office

Job description

Job Summary

We are seeking a results-driven and people-oriented Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The ideal candidate has strong leadership experience in a BPO environment, excels in coaching and performance management, and can motivate a team to consistently achieve operational goals.

Key Responsibilities

• Manage and lead a team of Customer Service Representatives.

• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.

• Conduct regular coaching sessions, feedback discussions, and performance reviews.

• Analyze performance data to identify trends, gaps, and opportunities for improvement.

• Handle employee concerns, attendance issues, and disciplinary actions as needed.

• Facilitate team huddles, calibration sessions, and engagement activities.

• Collaborate with Operations Managers and support teams to drive business objectives.

• Ensure adherence to company policies, compliance requirements, and client expectations.

• Develop action plans to improve team performance and customer experience.

Qualifications

• At least 2-3 years of experience as a Team Leader in a BPO setting.

• Proven experience in coaching, performance management, and team development.

• Excellent communication, leadership, and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficient in Microsoft Office applications and reporting tools.

• Willing to work onsite and on a shifting schedule.