Operations Supervisor - Lead a High-Impact Team

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

Job summary

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.

Responsibilities

• 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

Skills

Team leadership

People management

Performance monitoring

Shift work

BPO experience

Education

Matric or equivalent

Tools

Microsoft Teams

Job description

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.