Operations Supervisor (1238)

TP group; Cape Town; On-site; ZAR 268,000 - 402,000; Full time

Job summary

TP group in Cape Town is seeking a capable supervisor to lead and develop a dynamic team, driving performance and quality to meet campaign objectives. You will ensure adherence to standards while coaching agents and optimizing processes.

Candidates should have proven team management experience in a BPO, Matric or equivalent, and be open to US-shift hours. You will monitor KPIs, conduct coaching sessions, and implement improvements to sustain efficiency and service quality.

Qualifications

• 2 years minimum operations Supervisor/TL experience in a BPO environment.
• Matric or equivalent – essential.
• Proven experience managing a team.

Responsibilities

• Evaluate performance reports daily/weekly/monthly.
• Follow up on agents with performance issues and track progress.
• Conduct daily team meetings to review real-time results vs goals.
• Set daily priorities and adjust processes based on performance.
• Foster agent development through coaching and 1-2-1s, quarterly reviews, and PDPs.

Skills

Team management

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