The Role
Manages and develops a BPO operations team to achieve campaign objectives and quality standards. Reviews performance reports, tracks underperforming agents, communicates daily goals, adjusts priorities based on real-time results, and ensures KPIs are met. Responsibilities include agent observation, coaching, talent management, monthly one-on-ones, quarterly reviews, and personal development planning. The role requires working US or shifted hours.
Summary Generated by Built In
Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications- 2 years minimum operations Supervisor/TL expereince in a BPO environment
- Matric or equivelant - essential
- proven expereince managing a team
- Open to working US/ Shifted hours
- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
- By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
- You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans
Skills Required
- At least 2 years of operations supervisor or team leader experience in a BPO environment
- Matric or equivalent qualification
- Proven experience managing a team
- Availability to work US or shifted hours
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The Company
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
