SEO Operations Lead: Drive Team Excellence

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

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.