Operations Supervisor - TP Davao

About the role

Teleperformance is seeking an Operations Supervisor to join our dynamic team in Davao. This is a full-time position that plays a crucial role in ensuring the smooth and efficient operation of our call centre facility. As Operations Supervisor, you will be responsible for overseeing daily operations, managing team performance, and maintaining the highest standards of customer service delivery. This is a hands-on leadership role where you will directly impact the success of our operations and contribute to Teleperformance's commitment to excellence in customer experience.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to quality standards and performance targets
• Monitor team productivity, attendance and adherence to schedules, taking corrective action as necessary
• Conduct coaching, training and performance feedback sessions with team members to drive continuous improvement
• Ensure compliance with company policies, procedures and regulatory requirements across all operational activities
• Analyse performance metrics and KPIs, identifying trends and implementing strategies to meet or exceed operational targets
• Handle escalated customer issues and employee concerns with professionalism and effectiveness
• Coordinate with other departments to resolve operational challenges and improve cross-functional efficiency
• Maintain accurate records and documentation related to team performance, training and compliance
• Contribute to the development and implementation of process improvements within the operations team
• Participate in recruitment, onboarding and training of new team members as required

What we're looking for

• Proven experience as a call centre supervisor, team leader or similar supervisory role in a customer service environment
• Strong understanding of call centre operations, performance metrics and quality assurance standards
• Demonstrated ability to lead, motivate and develop team members effectively
• Excellent communication and interpersonal skills, with the ability to interact professionally with all levels of staff
• Strong problem-solving capabilities and the ability to make sound decisions under pressure
• Proficiency in using workforce management systems and call centre technology platforms
• Knowledge of customer service best practices and commitment to delivering exceptional service
• Attention to detail and strong organisational skills
• Ability to multitask and prioritise effectively in a fast-paced environment
• Fluency in English; additional language skills are a plus
• Flexibility to work shifts, including early mornings, evenings and weekends as required

What we offer

Teleperformance is committed to creating a supportive and engaging workplace where our employees can thrive. We offer a range of benefits designed to enhance your career and wellbeing, including:

• Competitive salary and performance-based incentives
• Career development and advancement opportunities within a global organisation
• Comprehensive training and professional development programmes
• Health and wellness benefits, including medical coverage
• Work-life balance initiatives and flexible working arrangements where applicable
• Employee recognition programmes and rewards
• Access to employee assistance programmes and support services
• A collaborative and inclusive team environment

About us

Teleperformance is a global leader in digital business services, delivering integrated, omnichannel customer experience and business process solutions. With a presence in over 80 countries, we work with leading brands across industries to enhance customer satisfaction and drive business growth. Our Davao facility is part of our commitment to providing world-class service delivery in the Asia-Pacific region. We pride ourselves on our customer-centric culture, innovation, and commitment to excellence. At Teleperformance, we believe in fostering an inclusive workplace where talent is valued and careers flourish.

Apply now

If you are an experienced operations professional ready to lead a dynamic team and make a meaningful impact, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience and motivation for this role. Join Teleperformance in Davao and be part of a team that is shaping the future of customer service excellence.