Deskripsi Pekerjaan
Are you a dynamic leader ready to take the next step in your career with a global leader in customer experience? Teleperformance is looking for an experienced Operations Supervisor to join our high-performing team at the Rockwell Business Center in Pasig City. In this role, you will be the driving force behind our service excellence, managing daily operations, mentoring frontline agents, and ensuring that we consistently deliver world-class solutions for our clients.
As an Operations Supervisor, you will foster a culture of high performance, continuous improvement, and professional development. You will be responsible for balancing operational metrics with employee engagement, ensuring that your team not only meets their KPIs but feels empowered to grow within the organization. If you are a results-oriented professional with a passion for people management and process optimization, we want to hear from you.
Tanggung Jawab
- Lead, coach, and mentor a team of customer service representatives to meet and exceed operational targets and KPIs.
- Monitor team performance daily, providing constructive feedback and implementing development plans as needed.
- Ensure adherence to client service level agreements (SLAs), quality standards, and company policies.
- Analyze operational reports and data to identify performance trends and implement proactive solutions.
- Facilitate team huddles, coaching sessions, and performance reviews to drive agent engagement and retention.
- Manage team schedules, attendance, and administrative tasks to ensure optimal floor coverage.
- Collaborate with support departments (QA, WFM, Training) to address performance gaps and operational challenges.
Kualifikasi
- At least 2-3 years of experience in a leadership or supervisory role within the BPO/Call Center industry.
- Excellent command of the English language, both verbal and written.
- Proven track record of hitting operational KPIs including CSAT, AHT, and Quality scores.
- Strong analytical, problem-solving, and decision-making skills.
- High level of proficiency in MS Office (Excel, PowerPoint, Word).
- Ability to thrive in a fast-paced environment and handle pressure with professional maturity.
- Strong interpersonal skills with the ability to motivate diverse teams.