The Operations Supervisor will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The ideal candidate will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.
Qualifications- Matric / Equivalent qualification.
- 2-3 years of experience in a Team Leader role within a contact center environment.
- Proven experience in a Sales & B2B environment (Essential)
- Experience in coaching and managing a team to meet performance targets.
- Knowledge of sales processes in a regulated environment is advantageous.
- Proficient in Microsoft Excel for tracking performance and generating reports.
- Escalation Management: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction.
- Floor Support: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes.
- Continuous Improvement: Capture and implement continuous improvement opportunities and close the loop on identified gaps.
- Coaching & Development: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery.
- System Monitoring: Ensure that all systems and tools are functioning effectively, providing support when required.
- Performance Tracking: Monitor individual and team performance, providing feedback and taking corrective actions as necessary.
- Relationship Management: Foster strong relationships with business partners, ensuring effective communication and collaboration across teams and departments.
Skills Required
- Matric or equivalent qualification
- 2-3 years of experience in a Team Leader role within a contact center environment
- Proven experience in a Sales and B2B environment
- Experience coaching and managing a team to meet performance targets
- Knowledge of sales processes in a regulated environment
- Proficiency in Microsoft Excel for performance tracking and report generation
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.
