Teleperformance

Outsourced customer experience management services

Operations Supervisor

Customer SupportPosted on Nov 5

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

A customer-focused background is required.
Proficiency in English and French, including comprehension, speaking, and writing, is required.
Emotional intelligence is required to understand and manage one's own emotions and those of others, foster positive relationships, and respond appropriately to team members' emotional needs.
Entrepreneurial ability is required, including taking initiative, managing risks, and driving innovation.
Communication ability is required to communicate clearly, persuasively, and empathetically.
Collaboration and interpersonal skills are required to work effectively with others and build professional relationships.
Open-mindedness is required to consider different perspectives.
Solution orientation and problem-solving ability are required to analyze issues and focus on effective solutions.
Process excellence and an efficiency-oriented approach are required.
Critical-thinking ability is required to analyze situations and overcome obstacles.

Responsibilities

Directly manage and develop a team to achieve business and campaign objectives efficiently and effectively while maintaining quality standards.
Begin each day by evaluating performance reports for the prior day, week, and month.
Follow up with agents who have performance issues and track their progress.
Hold daily team meetings to review daily and trending actual results against goals and identify agent outliers.
Establish daily priorities and review execution of process-level plans.
Call meetings throughout the day as needed to make real-time adjustments based on performance during the shift.
Use time each day to facilitate agent development while maintaining the 80/20 rule.
Observe agents to identify and develop their strengths and weaknesses, build an effective and sustainable team, and ensure key performance indicators are consistently met and exceeded.
Develop agents through talent management, monthly one-to-one meetings, quarterly reviews, and personal development plans.

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

Customer focus orientated background
Must be proficient in English and French (Comprehension, Spoken and Written)
Emotional Intelligence
Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action
Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.
Entrepreneurship
Visionary leadership often requires taking initiative, managing risks, and driving innovation.
Communication
Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.
Collaboration
Effective interpersonal skills are essential for teamwork and building strong professional relationships.
Open-Mindedness
Being receptive to different perspectives helps in building meaningful relationships.
Solution Orientation
Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.
Solution orientation is the mindset of focusing on solutions instead of just the problem.
They work together because:
- Problem-solving helps understandthe issue.
- Solution orientation keeps to things positive and action-focusedinstead of getting stuck on obstacles.
Together, they ensure both analysis and action to fix problems efficiently
Process Excellence
Achievement-oriented individuals strive for efficiency and effectiveness in their work.
Critical Thinking
They analyze situations to overcome obstacles and achieve results

Responsibilities

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 Team have an understanding of 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

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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