Operations Supervisor (1043)

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

Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

Qualifications

• Customer focus orientated background
• Must be proficient in English and French (Comprehension, Spoken and Written)

  Emotional Intelligence

  Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

  Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

  Entrepreneurship

  Visionary leadership often requires taking initiative, managing risks, and driving innovation.

  Communication

  Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

  Collaboration

  Effective interpersonal skills are essential for teamwork and building strong professional relationships.

  Open-Mindedness

  Being receptive to different perspectives helps in building meaningful relationships.

  Solution Orientation

  Problem-solvingis the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.

  Solution orientationis the mindset of focusing on solutions instead of just the problem.

  They work together because:

  • Problem-solving helpsunderstandthe issue.
  • Solution orientation keeps to thingspositive and action-focusedinstead of getting stuck on obstacles.

  Together, they ensureboth analysis and actionto fix problems efficiently

  Process Excellence

  Achievement-oriented individuals strive for efficiency and effectiveness in their work.

  Critical Thinking

  They analyze situations to overcome obstacles and achieve results

Responsibilities

• You should begin your day by evaluating the prior day/week/month performance reports
• Ensuring any agents with performance issues have been followed up with and tracked.
• Daily meetings with my team, ensuring Team have an understanding of daily & trended actual results versus the goals identifying agent outliers
• Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
• Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
• By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
• You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans