Description / Requirements

Job Title: Operations Supervisor

Account: German appliance brands

Salary: TP will discuss it directly.

Work location/Set up: Onsite/ TP Silver City

Shift Schedule: GYHC : 16

Former employee of Teleperformance – not eligible for rehire, either direct or through a third party

JD :

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement Implement effective quality assurance processes and provide feedback to drive operational excellence Collaborate with department heads to optimize workflows and implement new policies or procedures Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

What we're looking for

Minimum 1-2 years' experience in a contact center operations supervisory role

Strong people management skills with the ability to lead, motivate and develop a team

Excellent verbal and written communication skills, with the ability to liaise effectively at all levels

Problem-solving mindset with a keen eye for detail and a focus on continuous improvement

Proficient in using contact center software and reporting tools

Understanding of contact center metrics and the ability to drive performance improvements

Familiarity with compliance and quality assurance processes in a contact center environment

Willing to work on a shifting schedule

Open to supporting the US, Canada, Australia, or UK markets, with schedules aligned to the assigned region

Pre-Screening Notes:

Educational Attainment:

Years of Supervisor Experience in BPO:

Last Drawn Salary:

Expected Salary: