Operations Supervisor - Lead & Coach High-Impact Team

Teleperformance; Gqeberha; On-site; ZAR 240,000 - 320,000; Full time

Job summary

Teleperformance is seeking an Operations Supervisor to lead a team of Customer Experts, drive performance, and ensure high-quality customer experiences. You will coach and guide agents to meet targets, while balancing client expectations with business needs.

The role partners with the OAM and support functions to drive continuous improvement, address gaps, and maintain a positive, productive work environment. Strong communication and problem-solving skills are essential.

Qualifications

• Exposure to performance KPIs (CSAT, NSAT, Quality, Attendance).
• Experience in coaching, mentoring, or peer support.
• Basic Excel and reporting skills.

Responsibilities

• Evaluate prior period performance reports to set daily priorities.
• Follow up with agents with performance issues and track progress.
• Hold daily meetings to review results and guide the team.
• Schedule real-time adjustments based on daily performance and shift needs.
• Foster agent development while applying the 80/20 rule.
• Identify strengths and weaknesses to build an effective, sustainable team.
• Develop agents via talent management, 1-2-1s, and development plans.
• Identify inefficiencies and recommend fixes.

Skills

Strong communication

Decision-making

Problem-solving

Coaching & mentoring

Education

Matric (Grade 12) or equivalent

Tools

Excel

Job description

Teleperformance is seeking an Operations Supervisor to lead a team of Customer Experts, drive performance, and ensure high-quality customer experiences. You will coach and guide agents to meet targets, while balancing client expectations with business needs.

The role partners with the OAM and support functions to drive continuous improvement, address gaps, and maintain a positive, productive work environment. Strong communication and problem-solving skills are essential.