Operations Supervisor: Lead Team Development & Performance

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

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.