Operations Supervisor (779)

Teleperformance; Cape Town; On-site; ZAR 260,000 - 340,000; Full time

Job summary

Teleperformance in Cape Town seeks an experienced Supervisor to lead a contact centre team dedicated to meeting business and campaign goals while upholding quality standards.

You will evaluate performance reports daily, coach agents, run daily meetings, and drive real-time process improvements. The role emphasizes talent development through regular 1-2-1s, quarterly reviews, and structured development plans.

Qualifications

• 2 years minimum operations Supervisor/TL expereince in a BPO environment.
• Matric or equivelant - essential
• proven expereince managing a team

Responsibilities

• Evaluate prior day/week/month performance reports each day.
• Follow up with agents with performance issues and track progress.
• Daily meetings with the team to review daily & trended results versus goals and identify outliers.
• Establish priorities for the day and review execution of process plans; call meetings as needed for real-time adjustments.
• Utilize time daily to facilitate agent development while applying the 80/20 rule.
• Observe agents to identify strengths and weaknesses and build an effective, sustainable team; ensure KPIs are met/exceeded.
• Develop agents through talent management, monthly 1-2-1s, quarterly reviews and personal development plans

Skills

Team leadership

Operations supervision

Performance management

Education

Matric or equivalent

Tools

Microsoft Teams

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

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