Operations & Quality Lead – KPI & Team Growth

Tp-8f723eaf; Gqeberha; Vor Ort; ZAR 180.000 - 240.000; Vollzeit

Zusammenfassung

Tp-8f723eaf is seeking an Operations Supervisor to support ongoing growth of the campaign. The successful candidate will monitor, evaluate and improve the effectiveness of quality standards across the operation.

You will lead a team, manage attendance and performance, participate in client reviews, and drive continuous improvement through coaching and best practices.

This role requires KPI management, regulatory knowledge, and strong people skills to deliver superior service.

Qualifikationen

• 12+ months as an Operations Supervisor at Teleperformance (essential).
• Experience managing a Financial/Regulated/Collections contact center.
• Experience with KPI management.
• OAMJUMP completed (essential).
• Understanding how Quality influences business objectives.
• Strong ability to motivate and develop people.

Aufgaben

• Analyze and maintain all Service Level agreements; implement improvement plans as needed.
• Select, train, develop, and manage performance of direct reports and associates; plan and assign work per policies.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics).
• Conduct reviews with The Client on performance and mitigate KPI failures via remedial actions.
• Create and maximize the relationship with The Client.
• Provide leadership to direct reports to ensure policy adherence and corrective actions.
• Conduct regular one-on-ones to review performance and coaching needs.
• Foster positive work environment; address employee relations professionally.
• Participate in cross-functional meetings to define action plans with support functions and The Client.
• Implement best practices and over-deliver for clients; adjust staffing to changing requirements.
• Attend business reviews with the Client and manage a team of team leaders.

Kenntnisse

Emotional Intelligence

Entrepreneurship

Communication

Collaboration

Open-Mindedness

Solution Orientation

Process Excellence

Critical Thinking

Jobbeschreibung

Tp-8f723eaf is seeking an Operations Supervisor to support ongoing growth of the campaign. The successful candidate will monitor, evaluate and improve the effectiveness of quality standards across the operation.

You will lead a team, manage attendance and performance, participate in client reviews, and drive continuous improvement through coaching and best practices.

This role requires KPI management, regulatory knowledge, and strong people skills to deliver superior service.