Team Leader/Supervisor

A Team Leader should be an INSPIRATION!

Someone who manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Main Job Requirements

Education & Specific Training

• Matric or Equivalent (Essential)

Work Experience

• 2-3 years' experience as an Operations Supervisor within the BPO Industry.
• Proven Coaching experience
• Account management & verification: login issues, customer information updates
• Proficiency with ServiceNow or similar ticketing systems.

Key Responsibilities and Accountabilities

• Manage daily team operations using the TOPS model, dedicating 80% of shift time to hands on team leadership.
• Coach, motivate, and develop agents to consistently meet or exceed performance and quality targets. Monitor agent interactions across all channels and provide timely feedback to ensure compliance with client standards.
• Offer real time support during live contacts and handle escalated or complex customer interactions professionally.
• Drive productivity and maintain service level performance to support operational goals and profitability.
• Ensure full compliance with Teleperformance policies, escalating any breaches to management.
• Conduct regular coaching sessions, adapting frequency based on client requirements and process changes.
• Communicate strategic goals and weekly priorities clearly to the team, adjusting messaging for different audiences as needed.

Required Skills

Technical / Attributes & Skills

• The ideal candidate will be comfortable in a fast paced, multi tasked, high energy environment. She or he
• is a self starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.
• Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
• Team leadership and people development
• Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
• Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
• Demonstrated ability to drive process changes and improvements
• Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
• Goal driven, target orientated, able to step back and look at the bigger picture.
• Experience in writing documentation and standard operating procedures
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
• Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
• Motivated to work on own initiative.
• Excellent interpersonal and communication skills.
• Proven ability to make and implement decisions.
• Proven ability to influence change at all levels as appropriate.
• Accuracy and Variances
• Attendance and Adherence
• Strong critical thinking and problem solving abilities, with the capacity to navigate and resolve complex issues and customer and team inquiries.
• Skilled in leveraging multiple data sources (e.g., KPIs, resource utilization) to gain a comprehensive understanding of associate performance and identify areas for improvement.

Competencies

• Proven Coaching experience
• Takes personal responsibility
• Goes the extra mile to achieve agreed objectives
• Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
• Reflects Teleperformance's values in their dealings with others, internally and externally
• Coaching others and talking through end-to-end processes of the call flow
• Excellent Administration Skills

Minimum Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy