Operations Supervisor (1238)

Teleperformance; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Teleperformance in Cape Town is seeking an operations supervisor to lead a contact center team, drive performance and ensure quality standards are met across campaigns.

You will start each day by reviewing performance reports, coaching agents, running daily meetings, and adjusting plans to meet targets while developing your people through regular feedback and formal reviews.

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

Skills

Team leadership

Performance monitoring

BPO operations

Shift scheduling

Stakeholder communication

Education

Matric or equivalent

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

• 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