Operations Supervisor (1226)

Teleperformance; Cape Town; Sur place; ZAR 180 000 - 300 000; Plein temps

Résumé du poste

Teleperformance in Cape Town is seeking an experienced Operations Supervisor to lead and grow a high-performing BPO team. You will drive daily performance reviews, coach agents, and manage shift execution to meet and exceed KPIs.

You will develop your team through regular 1-2-1s, quarterly reviews, and personal development plans, ensuring quality standards and operational objectives are achieved consistently.

Qualifications

• 2 years minimum operations Supervisor/TL expereince in a BPO environment.
• Matric or equivelant - essential.
• proven expereince managing a team.
• Open to working US/ Shifted hours.

Responsabilités

• You should begin your day by evaluating the prior day/week/month performance reports.
• Ensuring any agents with performance issues have been been followed up with and tracked.
• Daily meetings with my team, ensuring Teams understand 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

Connaissances

Team leadership

People management

Performance monitoring

Shift work

BPO experience

Formation

Matric or equivalent

Outils

Microsoft Teams

Description du poste

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

• 2 years minimum operations Supervisor/TL expereince in a BPO environment
• Matric or equivelant - essential
• proven expereince managing a team
• Open to working US/ Shifted hours

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 Teams understand 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