Bilingual Operations Lead: Team Performance & Development

Teleperformance; Cape Town; On-site; ZAR 300,000 - 460,000; Full time

Job summary

Teleperformance is seeking a strong team leader to manage and develop a high-performing group, ensuring alignment with business and campaign objectives. The role focuses on quality standards and continuous improvement through coaching and performance reviews.

You will start each day by reviewing performance metrics, guiding agents, and coordinating daily stand-ups to drive results and maintain service levels across campaigns.

Qualifications

• Customer focus orientated background
• Must be proficient in English and French (Comprehension, Spoken and Written)
• Emotional Intelligence: understanding and managing emotions to foster relationships
• Entrepreneurship: initiative, risk management, driving innovation
• Communication: clear, empathetic communication
• Collaboration: teamwork and relationships
• Open-Mindedness: receptive to different perspectives
• Solution Orientation: focus on solving issues and action-oriented

Responsibilities

• Evaluate prior day/week/month performance reports.
• Follow up with agents with performance issues and track progress.
• Daily meetings to ensure the team understands daily and trend results vs. goals.
• Set daily priorities and review execution of process plans; adjust as needed.
• Develop agents through time, 80/20 rule, and real-time coaching.
• Observe agents to identify strengths and weaknesses and guide development.
• Conduct talent management activities including 1-2-1s and quarterly reviews.

Job description

Teleperformance is seeking a strong team leader to manage and develop a high-performing group, ensuring alignment with business and campaign objectives. The role focuses on quality standards and continuous improvement through coaching and performance reviews.

You will start each day by reviewing performance metrics, guiding agents, and coordinating daily stand-ups to drive results and maintain service levels across campaigns.