Workforce Supervisor - TP Clark

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

Job summary

Teleperformance is seeking a skilled and dedicated Workforce Supervisor to join our TP Clark team in Angeles City, Pampanga. This full-time role will oversee the performance of a customer service team, maintain service quality standards, and drive operational excellence to deliver exceptional customer experiences.

You will monitor attendance, conduct regular performance reviews, identify training needs, ensure policy compliance, and report on KPIs while fostering a motivated, collaborative

Qualifications

• Proven supervisory or management experience in a call centre, customer service, or contact centre environment.
• Strong leadership and motivational skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and prepare reports.
• Knowledge of Philippine labour laws is advantageous.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to performance targets and quality standards
• Monitor workforce attendance, punctuality, and productivity, taking corrective action when necessary
• Conduct regular performance reviews and provide constructive feedback to team members
• Identify training needs and coordinate development opportunities to enhance team capabilities
• Ensure compliance with company policies, procedures, and regulatory requirements
• Handle escalations and resolve customer service issues in a timely and professional manner
• Maintain accurate records and generate reports on team performance metrics and KPIs
• Foster a positive team environment that promotes collaboration, motivation, and employee engagement
• Participate in recruitment and onboarding processes for new team members
• Communicate effectively with senior management regarding team performance and operational challenges

Skills

Supervisory experience

Leadership

Communication skills

Analytical skills

English fluency

Education

Bachelor's degree in management or related field

Tools

Workforce management systems

Call centre software

Job description

About the role

Teleperformance is seeking a skilled and dedicated Workforce Supervisor to join our TP Clark team in Angeles City, Pampanga. This is a full-time position that plays a crucial role in ensuring the smooth operation of our call centre and customer service operations. As a Workforce Supervisor, you will be responsible for managing team performance, maintaining service quality standards, and driving operational excellence. This supervisory role is essential to our mission of delivering exceptional customer experiences whilst maintaining an efficient and motivated workforce.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to performance targets and quality standards


• Monitor workforce attendance, punctuality, and productivity, taking corrective action when necessary


• Conduct regular performance reviews and provide constructive feedback to team members


• Identify training needs and coordinate development opportunities to enhance team capabilities


• Ensure compliance with company policies, procedures, and regulatory requirements


• Handle escalations and resolve customer service issues in a timely and professional manner


• Maintain accurate records and generate reports on team performance metrics and KPIs


• Foster a positive team environment that promotes collaboration, motivation, and employee engagement


• Participate in recruitment and onboarding processes for new team members


• Communicate effectively with senior management regarding team performance and operational challenges

What we're looking for

• Proven supervisory or management experience in a call centre, customer service, or contact centre environment


• Strong leadership skills with the ability to motivate and manage diverse teams effectively


• Excellent communication and interpersonal skills, both written and verbal


• Proficiency in workforce management systems and call centre software


• Solid understanding of customer service principles and quality assurance practices


• Ability to analyse performance data and prepare accurate reports


• Problem-solving mindset with the ability to handle challenging situations calmly and professionally


• Knowledge of Philippine labour laws and regulations is advantageous


• Preferably a bachelor's degree or equivalent professional experience in management or customer service


• Fluency in English; multilingual abilities are a plus

What we offer

Teleperformance is committed to providing our employees with a comprehensive benefits package and a supportive work environment. We offer competitive compensation, performance incentives, and opportunities for career advancement within our growing organisation. Our employees enjoy access to health and wellness programmes, training and development initiatives, and a collaborative workplace culture. We believe in work-life balance and provide flexible working arrangements where possible. Teleperformance is dedicated to creating an inclusive workplace where every employee can thrive and succeed.

About us

Teleperformance is a global leader in digital business services and customer experience management. With a presence in multiple countries and a diverse workforce, we are committed to delivering exceptional solutions to our clients across various industries. Our mission is to create meaningful connections between businesses and their customers whilst maintaining the highest standards of professionalism and integrity. At Teleperformance, we value innovation, customer-centricity, and employee development. We pride ourselves on fostering a workplace culture that encourages growth, collaboration, and excellence. Join us and become part of a dynamic team that is shaping the future of customer service.