Operation Supervisor

TP; Wes-Kaap; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading BPO company in South Africa is looking for an Operations Supervisor to manage and develop a team of Agents. This role includes ensuring performance targets are met and coaching agents to improve overall quality and productivity. The ideal candidate will have at least 2-3 years of supervisory experience in the BPO sector and strong communication skills. Salary and benefits are competitive.

Qualifications

• 2-3 years’ experience as an Operations Supervisor within the BPO Industry.
• Proven ability to influence change at all levels.
• Exceptional written and oral communication skills.

Responsibilities

• Manage daily team operations using the TOPS model.
• Coach, motivate, and develop agents.
• Drive productivity and maintain service level performance.

Skills

Analytical Thinking

Coaching

Communication

Continuous Learning

Customer Focus

Team leadership

Education

Matric or Equivalent

Tools

ServiceNow

Microsoft Office

Job description

Job Summary

Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Key Responsibilities and Accountabilities

• Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
• Coach, motivate, and develop agents to consistently meet or exceed performance and quality targets. Monitor agent interactions across all channels and provide timely feedback to ensure compliance with client standards.
• Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
• Drive productivity and maintain service level performance to support operational goals and profitability.
• Ensure full compliance with Teleperformance policies, escalating any breaches to management.
• Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
• Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed

Main Job Requirements

Education & Specific Training

• Matric or Equivalent (Essential)

Work Experience

• 2-3 years’ experience as an Operations Supervisor within the BPO Industry.
• Proven Coaching experience
• Account management & verification: login issues, customer information updates
• Promotions & bet settlements: interpreting betting terminology to determine outcomes,
• simplifying/clarifying complex promotions
• Proficiency with ServiceNow or similar ticketing systems.

Required Skills

Technical / Attributes & Skills

• The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he
• is a self-starter, capable of working without direct supervision and maintaining high performance in
• ambiguous situations.
• Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information
• Monitoring, Planning & Organizing, Ability to work under Pressure
• Team leadership and people development
• Proven background of quality related analysis, with ability to draw conclusions and recommend
• improvement initiatives
• Ability to deep dive/analyze customer related data and draw conclusions leading to improvement
• initiative recommendations
• Demonstrated ability to drive process changes and improvements
• Exceptional written and oral communication skills including an ability to communicate with all levels in
• the organization (technical, business, executive, external partners).
• Goal driven, target orientated, able to step back and look at the bigger picture.
• Experience in writing documentation and standard operating procedures
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote
• Mentors, Training Team, Support Service Teams and Global CS Teams
• Ability to communicate effectively across a multitude of platforms with team members excellent planning
• and organizational skills.
• Motivated to work on own initiative.
• Excellent interpersonal and communication skills.
• Proven ability to make and implement decisions.
• Proven ability to influence change at all levels as appropriate.
• Accuracy and Variances
• Attendance and Adherence
• Strong critical thinking and problem-solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.
• Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensive
• understanding of associate performance and identify areas for improvement.

Competencies

• Proven Coaching experience
• Takes personal responsibility
• Goes the extra mile to achieve agreed objectives
• Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
• Reflects Teleperformance’s values in their dealings with others, internally and externally
• Coaching others and talking through end-to-end processes of the call flow
• Excellent Administration Skills

Minimum Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy