Operations Supervisor — Lead Team Performance & Growth

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

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.