Operations Supervisor for Launching Travel Program - McKinley West

About the role

Teleperformance is seeking an Operations Supervisor to join our team at our McKinley West location in Taguig City, Metro Manila. This is a full-time position that plays a critical operational role in ensuring the delivery of exceptional customer service and business process outsourcing solutions. As an Operations Supervisor, you will be responsible for leading, motivating, and managing a team of customer service representatives whilst maintaining the highest standards of service quality, productivity, and compliance. This role is essential to driving operational excellence and contributing to Teleperformance's reputation as a world-class business process outsourcing provider.

Key responsibilities

• Supervising and leading a team of customer service representatives, providing ongoing coaching, training, and performance management
• Monitoring team performance metrics including call handling time, customer satisfaction scores, first-call resolution rates, and attendance
• Ensuring adherence to service level agreements, quality standards, and company policies across all team members
• Conducting quality assurance reviews and providing constructive feedback to improve agent performance
• Addressing employee concerns, managing disciplinary issues, and implementing corrective action plans as needed
• Participating in workforce planning and scheduling to ensure adequate staffing levels and coverage
• Communicating effectively with senior management regarding team performance, challenges, and opportunities for improvement
• Supporting the implementation of operational procedures and process improvements
• Maintaining compliance with regulatory requirements, data protection standards, and company protocols
• Assisting with recruitment, onboarding, and training of new team members

What we're looking for

• With experience handling BPO travel programs
• Minimum 2-3 years of supervisory or team leadership experience in a contact center, BPO, or customer service environment
• Proven track record of successfully managing and motivating teams to achieve performance targets
• Strong understanding of key performance indicators (KPIs) and experience in performance monitoring and analysis
• Excellent communication and interpersonal skills with the ability to work effectively with diverse teams
• Demonstrated proficiency in handling multiple priorities and managing time effectively in a fast-paced environment
• Strong problem-solving abilities and the capacity to make sound decisions under pressure
• Knowledge of customer service best practices and commitment to delivering exceptional customer experiences
• Familiarity with contact center technology and workforce management tools
• Excellent attendance and punctuality record
• Flexibility to work shifts, including early mornings, evenings, and weekends as required by operational needs
• Proficiency in English (verbal and written)

Apply now

If you are a motivated and experienced supervisor ready to lead a dynamic team and contribute to Teleperformance's continued success, we encourage you to submit your application. Please provide your resume, a cover letter highlighting your relevant experience, and any supporting documentation. Join us at Teleperformance McKinley West and be part of a global organization that values your expertise and dedication.