Team Leader: Inspire, Coach & Optimize BPO Ops

Teleperformance; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Teleperformance in Cape Town is seeking an inspirational Team Leader to guide a high‑performing Agents team and ensure performance, quality, and end‑user satisfaction. You will review metrics and coach the team to meet client standards while supporting operations goals.

The role requires 2–3 years of supervision in a BPO, proven coaching ability, and familiarity with ServiceNow or similar ticketing systems. Lead with initiative and drive continuous improvement in a fast‑paced environment.

Qualifications

• Matric or Equivalent (Essential).
• 2-3 years’ experience as an Operations Supervisor within the BPO Industry.
• Proven Coaching experience.
• Account management & verification: login issues, customer information updates.
• Proficiency with ServiceNow or similar ticketing systems.

Responsibilities

• Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands-on team leadership.
• Coach, motivate, and develop agents to meet or exceed performance and quality targets; monitor interactions and provide feedback.
• Offer real-time support during live contacts and handle escalated or complex customer interactions professionally.
• Drive productivity and maintain service level performance to support goals and profitability.
• Ensure full compliance with Teleperformance policies, escalating breaches to management.
• Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
• Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences.

Skills

Coaching

Team leadership

Communication

Data analysis

Problem solving

Process changes

Documentation

MS Office

Education

Matric or Equivalent

Tools

ServiceNow

Job description

Teleperformance in Cape Town is seeking an inspirational Team Leader to guide a high‑performing Agents team and ensure performance, quality, and end‑user satisfaction. You will review metrics and coach the team to meet client standards while supporting operations goals.

The role requires 2–3 years of supervision in a BPO, proven coaching ability, and familiarity with ServiceNow or similar ticketing systems. Lead with initiative and drive continuous improvement in a fast‑paced environment.