Operations Supervisor

Teleperformance; Gqeberha; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading outsourcing service provider in Gqeberha is looking for an experienced operations Supervisor/Team Leader to manage and develop a team effectively. The role involves evaluating performance reports, conducting daily meetings, and ensuring key performance indicators are met. Ideal candidates will have at least 2 years of BPO experience and a Matric or equivalent qualification. This position is essential for driving team performance and development.

Qualifications

• 2 years minimum operations Supervisor/TL experience in a BPO environment.
• Proven experience managing a team.
• Experience in a financial/regulated environment is preferred.

Responsibilities

• Evaluate prior performance reports daily.
• Address performance issues with agents.
• Conduct daily meetings with the team to discuss performance.
• Establish daily priorities and process-level plans.
• Facilitate agent development while ensuring KPI targets are met.
• Develop agents through talent management and personal development plans.

Skills

Team management

Performance evaluation

Agent development

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 experience in a BPO environment
• Matric or equivalent - essential
• proven experience managing a team
• Experience in a financial/regulated environment (preferred)

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