Ops Team Lead: Coaching & KPI-Driven Performance

TP; Gqeberha; On-site; ZAR 180,000 - 260,000; Full time

Job summary

TP in South Africa is seeking an Operations Supervisor to lead a team of Customer Experts, driving performance and delivering exceptional customer experiences.

You will coach, mentor and manage daily operations, ensuring quality targets are met, KPIs are tracked, and a positive, accountable work environment is maintained in collaboration with the OAM and support functions. This role requires strong communication and proactive problem-solving to balance client expectations with business goals.

Qualifications

• Matric (Grade 12) or equivalent – mandatory.
• 1 year in an operations supervisor role in a contact centre.
• Exposure to performance KPIs (CSAT, NSAT, Quality, Attendance).
• Experience in coaching, mentoring, or peer support.
• Basic Excel and reporting skills.
• Strong communication, decision-making, and problem-solving abilities.

Responsibilities

• Evaluate prior performance reports daily/weekly/monthly.
• Follow up with agents on performance issues and track progress.
• Daily meetings with team to review results vs goals and identify outliers.
• Set daily priorities and adjust processes in real time.
• Facilitate agent development while applying the 80/20 rule.
• Identify strengths and weaknesses to build an effective team and meet KPIs.
• Develop agents through monthly 1-2-1s, quarterly reviews and development plans.
• Identify inefficiencies within operations and provide improvement recommendations.

Skills

Coaching & mentoring

Performance management

KPIs: CSAT/NSAT/Quality/Attendance

Communication

Decision-making

Problem-solving

Education

Matric (Grade 12) or equivalent

Tools

Excel

Job description

TP in South Africa is seeking an Operations Supervisor to lead a team of Customer Experts, driving performance and delivering exceptional customer experiences.

You will coach, mentor and manage daily operations, ensuring quality targets are met, KPIs are tracked, and a positive, accountable work environment is maintained in collaboration with the OAM and support functions. This role requires strong communication and proactive problem-solving to balance client expectations with business goals.